Have you ever encountered a PR disaster on social media? Perhaps you’ve recently made a post that garnered some bad publicity on Twitter, or maybe someone posted a negative review about your products and their comments have been spreading around the internet. These kinds of situations are horrible to deal with, but they’re also crucial opportunities to help improve your reputation and show your audience that you care about them.
So in this post, we’re going to share a couple of tips to help you manage PR disasters on social media.
If you’re in the wrong, it’s best to come clean
If you’re the one in the wrong then it’s best to just come clean as soon as possible. For example, if one of your employees is to blame for a bad service that a customer experienced, then you should come out and take responsibility for their actions. As their employer, you are also partially to blame for the negative experience, so you should just come clean without pointing fingers.
Even if you’re not in the wrong, it’s sometimes best to avoid petty discussions on the internet and just to take the negative comments for a while. At the end of the day, you should be in a peacemaking position where you try to avoid as much conflict as possible.
Consider using a service to help you manage your reputation
There are internet reputation management services that can help you identify areas where your reputation might be fairly low. They’ll then help you repair the public opinion on your business or its products, and they can even help you with social media posts. These types of services are great solutions for managing PR disasters, but it’s also important to understand the strategies they use so that you can prevent these issues from occurring in the first place.
It’s surprisingly common for businesses to overstep their boundaries or to forget that they need to act civil and courteous on the internet. When you consider that business social media accounts always have a person behind them, it makes total sense because there are emotions behind every post that is made. The idea of mastering your business emotions might be new to some, but it’s something that needs to be considered if you want to avoid future PR disasters on social media.
Reach out in private and offer compensation
If you’re having a PR disaster due to bad interaction with a customer, then it’s often best not to start an even larger conversation on a social media platform in public. It’s best to reach out to the individual that has been wronged and discuss options to help improve their experience. Remember; the goal here isn’t to get them to retract their messages or to speak about you in a good light. That will come naturally if you focus on the reasons for their negative comments about your business so that you can learn why your customers are frustrated and what you can do to help fix those issues.