How to Deal with a Social Media Flashmob
It is just amazing the speed at which world events can be sent around the Web via social media, and if that word is bad and happens to concern you or your reputation or business, then you should have a plan of defense. If you've made an egregious error, it is possible to deal with that, without getting into it with other people online defending yourself. You won't win, whether you're in the right or not.
What if you ARE right?
There are occasions when you'll create negative buzz through no fault of your own. This could come about as a result of a dissatisfied customer, inaccurate press or misleading postings, or a variety of ways. You've done nothing wrong, yet the social universe is at a buzz with how rotten you are! What now? Since we've identified that there isn't any good to come from fighting it all out in a public forum, how can you keep from being a doormat in the eyes of public opinion and deal with a social media flashmob?
How to Manage Your Online Reputation?
Be sure and stick to your core message!
If you've got ample belief in your core message you will want to prove it by sticking to your guns when others would attempt to put in their two cents. This opposition usually comes through social media as negative comments and complaints about your products, services, or particularly any changes you may have made. No one likes change, especially to things they like or purchase. However, considerable time, thought and energy probably went into your new products or product changes. To roll with each and every whim of a capricious public is to welcome disaster. You should definitely answer every post though, with your characteristic diplomacy and customer care, but leave no question that you stand behind your products and services.
An illustration of steadiness in the storm from Shake Shack
SocialMediaToday.com reports an excellent example of sticking by your brand when you're right by New York City eatery Shake Shack. Their cardinal sin: changing the shape of their french fries! Before you could open the ketchup bottle people were launching into them on Twitter. Rather than continuing the fight by tossing more fries, Shake Shack made the smart play, answering their critics with compassion and care, yet sticking by their new product 100 percent. Sounds like a recipe for success to me!
