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How to deal with Negative Customers on Social Media - Part 10

How to deal with Negative Customers on Social Media - Part 10

We are going to look at an actual Case Study of a Business in a regional Country Town
that became negatively affected by comments on a Social Media Business Page .

This Business is very popular in the Town , and is regularly patronised
by the majority of the townsfolk .

As a result of the Businesses popularity some locals setup a Fan Page . However , some local
High School students decided to joke around on this Page and create some havoc . The local Business was attacked over the most absurd ' red herrings ' . The negativity spread like
wildfire on Social Media , reaching a climax where the ' joke ' called for the Business to be closed down , and even the local media got in on the ' act ' . This all caused great anguish and distress to the Business owners who had just invested a large amount of capital to upgrade the Business .

But the Entertainment value of the ridiculous criticism of the Business kept it spreading like wildfire .

What would some Social Media experts have recommended ?

• To engage with the " Joker " ?
• To show your concern for the complaints ?
• To respond on the Page Wall to every silly remark ?
• To show you care by joining in the Entertainment ?
•  To offer excuses and apologies ? 

Alpha Social Media offered Realty-based , pragmatic , workable , Winning Solutions to
this Business Client .

1. Alpha Training setup a New Business Page which the Business has complete control over , with a seperate Wall for Customer feedback .
2. Alpha gave instructions to the Business admin to immediately delete all joke based - negativity - red herring comments , and not to engage in Public debate , but to respond by DM or email or phone call .
3. The situation was completely diffused within two weeks , the Business was saved , the New Page now has nearly 500 active members , and the campaign to destroy it has been forgotten .

    - What would have happened with this Business if it had engaged the ' joker ' in ongoing   dialogue to ' address the customer concerns ' ?

 There is nothing worse than opening a Business Page , or connecting to a Business on Social  Media ,
 and having to" swim through sewerage to get to the Beach ".

Business owners need to get Real about the advice they're being given to engage with the ' joker '
in the Public arena , it won't work !

Deal with your Customer complaints privately , the old fashioned way , the way you have always done it , the way you have built your Business .

Otherwise you are rewarding the ' Joker ' for going public on Social Media !

Copyright - Alpha Social Media - Alpha Training - 2010

Creative Artwork by Veronika Kring ! on Twitpic

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Alpha Social Media: How to deal with Negative Customers on Social Medi...

Alpha Social Media: How to deal with Negative Customers on Social Medi...: "How to deal with Negative Customers on Social Media - Part 9 Business owners need to decide if their Posts are for Business Marketing or..."

How to deal with Negative Customers on Social Media - Part 9

How to deal with Negative Customers on Social Media - Part 9

Business owners need to decide if their Posts are for
Business Marketing

or for Entertainment .

Many are for Entertainment right now - Why ?

1. Go to the comments section and what do you read ?
2. First Comment Sarcastic remark by " anon "
3. Rebuttal by naive Business owner
4. More Sarcastic remarks by " anon "
5. Irrelevant interject by " stoned "
6. Retrieval comments by naive Business owner trying to rescue the situation
7. More and more biting critical comments by " anon "
8. " MrBig" pipes in with attacks on the Customer service offered by naive Business owner
9. Naive Business owner offers freeby to placate "MrBig "
10. "MrBig" admits to never having been to naive Business owners premises , just joined in the conversation for the Entertainment !
11. The next 6 remarks make a complete mockery of naive Business owner

          This would be funny if you didn't see this scenario 100 times per day on Social Media .
         
          Why are Business owners persevering with ' engage with negative customers on SM when 

          it  clearly isn't working ?

          Is there a better way ?