It can be simply 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 company, you should have a plan of defense. If you’ve made an egregious error, it is possible to deal with that, short of getting into it with others online defending yourself. You won’t win that one, whether you’re right or not.
What if you ARE right?
There are occasions when through no fault of your own, the defecation hits the rotary blades. There are lots of ways this could come about, for instance a boisterous unhappy client or customer, wrong or inaccurate press, or even contributions from devious competitors. So while it’s extremely unfair, the fact remains that everybody is talking trash about you and your company. How does one handle that? Since we realize that we don’t want to slug it out in public, how can you keep from appearing the total wimp to the world?
Be sure and stick to your core message!
If you have sufficient belief in your core message then you need 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 concerning your products, services, or particularly any changes you might have made. No one likes change, especially to things they enjoy or purchase. On the other hand, major time, thought and energy probably went into your brand new products or product changes. To roll with each and every whim of a capricious public is to invite disaster. Make sure you answer every post though, with your characteristic diplomacy and customer care, but leave no question that you stand behind your products and services.
How to do this right – Sticking to your message with 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: modifying 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 standing by their new product 100 percent. Sounds like a recipe for success to me!