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Negative Nellies-Facebook

8 Jun

It’s bound to happen. You set up a Facebook page and are getting great feedback. Then it happens; the negative post. For the most part, the negative post is probably dissatisfaction with a product or service. In some instances the comment may include profanity or unnecessarily disparage an employee or even the customer base. Your first instinct might be to delete the post, but I never recommend this. For the most part negative posts can be used as an opportunity. The purpose of social media is to have a two-way dialogue, so you will end up harming yourself more in the end by deleting the negative post in most instances.

For some businesses there is a real concern about profanity being included in posts. Also some businesses (although I see this more with nonprofits) are subject to some controversy due to the populations/services they provide. In this case, it’s a good idea to set some basic ground rules noting that certain types of posts will be deleted (if “Likes” are warned beforehand post deletion acceptable). Such ground rules could include not using profanity or making derogatory comments against patrons and employees. These can be outlined using the Notes app in Facebook.

Remember, there is a difference between derogatory and negative. Someone saying they experienced horrible customer service is feedback. Someone commenting that an employee is ugly would be derogatory. As a general rule, negative comments that do not pertain to the job would be derogatory.

Brainstorm potentially negative feedback and have a response prepared. Most often you’ll want to encourage the dialogue offline. A response like “We’re sorry to hear about your experience. Please contact us at 123-456-7891 to discuss further,” will be sufficient in most instances.

Sometimes complaints are more specific. Let’s say, “They ran out of the mashed potatoes,” is posted.  A response such as this would be appropriate, “We experienced a very high demand recently on our mashed potatoes and as such have adjusted the quantities we prepare. Please message us your email. We are sorry for the inconvenience and would like to send you a gift certificate. We hope to see you again soon. ” You want to recognize the situation, explain how it was or is being addressed and end on a positive note (with an incentive if possible/appropriate).

Have a question about how to address a comment? Ask me below.





Twitter Follow Button Now Available

1 Jun

For those of you Twitter users, this is a must add for your website or blog. Twitter has launched a button that will allow visitors to follow you on Twitter with one click, no need to be redirected to the Twitter site. The less steps a user has to go through, the more likely they are to follow you. The button code is available here.

Have questions about implementing the button? Ask me below.



The Framed Dollar

13 May

To a blogger, that first post is what the first dollar is to a business. It took a lot of work to get that first one, and you want to keep making more. For me, this posts represents six years of working in communications consulting and finally discovering where my passion lies; in online marketing, with a specific interest in social media.

I’m lucky to have the opportunity to share the knowledge I have learned (and will continue to grow) with an audience I’m passionate about, small businesses. Through my work in communications I worked businesses of varying industries, but what I love about social media is it levels the playing field. Most tools are free (or come at a nominal cost). It’s all about the effort a business is willing to put in, not how many dollars it can throw at it. The returns it can offer a small business are tremendous.

I’m excited for this blog to be a place for business owners and communications professionals alike to communicate about the latest and greatest in social media and keep growing those posts and dollars.