The Dreaded Social Media Confrontation
By: Heather Legg
Maybe a customer wasn’t completely happy with your work or product, maybe you didn’t complete something on time, or maybe you just didn’t mix with a customer or client and he’s taking it out on you online. It’s not pretty and probably not great for business, so now you have to figure out what to do.
Remember, social media is a blessing and a curse. People can love you all day long and it’s wonderful. But as soon as someone says something negative, true or not, it makes your heart plunge and you are faced with handling a confrontation. Part of how you handle it depends on what’s said.
The charm of Facebook and Twitter is the opportunity to interact with your clients and customers. However, when they say something negative, it’s there for everyone to see, and how you react says a lot about your business. The key is to stay professional no matter what.
If the comment is so ugly that you cannot respond in any practical way, try to remove/delete it if you can and just ignore it. Some things should not be made public and by the way it’s said, others will know the truth.
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Keep What You Can Out of Public View
Just as if you had a ranting customer in your brick and mortar store, you wouldn’t confront and fight them, you’d just want them to leave, that’s how you should handle the irrational comments - quietly get them out of the public eye and try not to draw attention to them.
However, if a legitimate complaint shows up or a truly dissatisfied customer expresses frustration, try to remedy it.
Again, think how you’d handle it in person.
State your case and offer an apology. Don’t try to make excuses, just see how you can fix it. Remember the old adage, the customer is always right? That still holds true, and if a client complains because you were two hours late, and you were, get that public apology on social media. Throw in there that is unusual to have happened (if it is) and apologize.
Do You Have a Solution?
If your product didn’t meet standards or expectations, respond on social media with how you’ll remedy it – maybe you’ll replace, refund, offer a future discount, do what it takes – let all of your customers see that.
Maybe you have a comment that isn’t really a confrontation, but does hold some negative, inaccurate information. What do you do in this case? Gently correct it. Don’t shout out, “You’re wrong!” Instead, thank the writer for the comment, and then supply the accurate info.
Just as Facebook, Twitter and your site’s comment section are for the public eye and those confrontational comments are there for everyone to read, so is how you react. By all means stay professional. Keep calm. Don’t ignite any flames.
Also, don’t delete all negative comments. Sometimes when the public sees you admitting, apologizing and amending a problem, you are seen in an even better light.
Remember, social media is that blessing and that curse.
Sometimes the devil may show up, and you’ve got to deal with that just as much as the angels singing your praises.
About the Author: Heather Legg is a writer who covers a variety of topics including social media etiquette, small businesses, and nursery cribs.
Microsoft: Building a secure foundation to drive NASCAR
Microsoft is a key partner of The National Association for Stock Car Auto Racing (NASCAR) and together they are driving ahead to create an inclusive and immersive new fan experience (FX).
These long-term partners have not only navigated the challenges posed by the COVID-19 pandemic with the use of Microsoft Teams and Microsoft 365, but are now looking to a future packed with virtual events to enhance the FX, well beyond NASCAR’S famous Daytona racetrack.
“Together, we've created a secure environment that's allowed for collaboration, but the future is all about the fans”, said Melinda Cook, General Manager for Microsoft South USA Commercial Business, who cited a culture of transparency, passion, adaptiveness, and a growth mindset as to why this alignment is so successful.”
“We've partnered to create a fluid, immersive experience for the users that is supported by a secure foundation with Microsoft in the background. We are focused on empowering and enabling customers and businesses, like NASCAR, to reach their full potential. We do this with our cloud platform which provides data insights and security.”
“Our cloud environment allows NASCAR to move forward with their digital transformation journey while we are in the background,” said Cook who highlights that Microsoft is helping NASCAR
- Empower employees productivity and collaboration
- Improve fan engagement and experience
- Improve environment security and IT productivity
- Improve racing operations
Microsoft Teams, which is part of the Microsoft 365 suite, enabled employees to work remotely, while staying productive, during the pandemic. “This allowed people to provide the same level of productivity with the use of video conference and instant messaging to collaborate on documents. Increased automation also allows the pit crews, IT, and the business to focus on safety, racing operations, and on the fan experience,” said Cook.
“We have started to innovate to create a more inclusive fanbase, this includes using Xbox to give people the experience of being a virtual racer or even leveraging some of the tools in Microsoft Teams to have a virtual ride along experience.”
“These environments are how we create a more inclusive and immersive experience for the fans. We're working on a virtual fan wall which allows people from new locations to participate in these events,” said Cook, who pointed out Microsoft was also helping bring legacy experiences alive from NASCAR’s archives.
“At Microsoft we can take it one level further by letting fans know what it's like to see the pit crew experience, the data and all the behind-the-scenes action. We will continue to improve automation with machine learning and artificial intelligence, from marketing to IT operations to finance to racing operations,” said Cook.
Christine Stoffel-Moffett, Vice President of Enterprise Technology at NASCAR, said: “Microsoft is one of our key partners. They have been instrumental in helping the NASCAR enterprise technology team re-architect our Microsoft systems to ensure an advanced level of security across our environment, contribute to our business outcomes, and focus on fan experience.”