#SMDAYMIA

WHEN SOCIAL

MEDIA ATTACKS!HOW TO DEAL WITH TROLLS, HATERS & UNHAPPY

PEOPLE

JUNE 29, 2014

#SMDAYMIA

HERE’S A GUARANTEE …

•SOMEONE, SOMEWHERE WILL GET MAD ABOUT YOU OR YOUR BUSINESS.

• THEY WILL TURN TO SOCIAL MEDIA TO VENT ABOUT IT.

• IF YOU DON’T RESPOND, THEY WILL BECOME REALLY MAD AND CREATE A BLOG DEDICATED TO HOW MUCH YOU SUCK.

JUNE 29, 2014

#SMDAYMIA

THIS…

JUNE 29, 2014

TURNS INTO THIS

http://staciehuckeba.wordpress.com/ #SMDAYMIA

#SMDAYMIA

• BRANDS ARE LEAVING PEOPLE FRUSTRATED

• 59% OF COMPANIES MONITOR FOR MENTIONS IN 2014; DOWN FROM 70% IN 2010

JUNE 29, 2014

#SMDAYMIA

STEP ONE: PLAN•GET POSITIVE STORIES OUT THERE ON A REGULAR BASIS

• ENCOURAGE YOUR HAPPY CUSTOMERS TO LEAVE REVIEWS ONLINE

•HAVE SPECIFIC STEPS FOR HOW YOU WILL MAKE THINGS RIGHT

• REFUND? COUPON? LIFETIME SUPPLY OF TACOS?

• CUSTOMER SERVICE EMAIL (WITH A REAL PERSON BEHIND IT) OR PHONE NUMBER

• SET THE EXPECTATION INTERNALLY – 4 HOURS OR 24 HOURS TO RESOLVE IT?

• EMPOWER YOUR STAFF TO MAKE THE DECISION & MAKE IT EASY

JUNE 29, 2014

#SMDAYMIA

STEP TWO: MONITOR

• USE HOOTSUITE, NUTSHELL MAIL, TWEETDECK , FACEBOOK NOTIFICATIONS OR TWITTER SEARCH

• HAVE MORE THAN ONE SO YOU DON’T MISS A BEAT

• IF YOU DON’T, SOMEONE ELSE WILL… MAYBE EVEN YOUR COMPETITION

JUNE 29, 2014

#SMDAYMIA

STEP THREE: ACKNOWLEDGE

•BE TRANSPARENT & POSITIVE

JUNE 29, 2014

… AND DO IT QUICKLY!

24 hours later….

#SMDAYMIA

#SMDAYMIA

NEVER DEFEND OR LASH OUT IN ANGER

JUNE 29, 2014

Please Do Not Feed the Trolls. It is unkind and unnecessary.

#SMDAYMIA

STEP FOUR: OFFER TO RESOLVE IT• DO IT IN PUBLIC ON THE CHANNEL IT

APPEARED

• ASK THE PERSON TO:

• SEND A DM

• CALL A SPECIFIC PHONE NUMBER

• SEND AN EMAIL

• IF YOU KNOW THE CUSTOMER, CONTACT THEM DIRECTLY

JUNE 29, 2014

#SMDAYMIA

DELIVER ON THE PROMISE

If your handle says “cares”,

then show you care & stop

selling to me.JUNE 29, 2014

#SMDAYMIA

STEP FIVE: LEARN FROM IT

• ALWAYS LOOK TO IMPROVE CUSTOMER SERVICE

• WAS IT AVOIDABLE?

• IS THERE A MISSED OPPORTUNITY?

JUNE 29, 2014

#SMDAYMIA

A BLUE STORY

JUNE 29, 2014

VS.

#SMDAYMIA

HOW IT COULD HAVE TURNED OUT…• MORE

REFERRALS

• MORE BUSINESS

• MORE TRUST

• BRAND AMBASSADOR

JUNE 29, 2014

#SMDAYMIA

JUST BE AWESOME• PLAN• MONITOR• ACKNOWLEDGE• RESOLVE IT• LEARN

JUNE 29, 2014

#SMDAYMIA

ROSIE TAYLOR

•@ROSIEMEDIA

• FACEBOOK.COM/ROSIEMEDIA

• LINKEDIN.COM/IN/ROSIEMEDIA

•WWW.ROSIEMEDIA.COM/BOOKOFFER