This is especially true if that feedback is unfounded. As I always explain to my clients, always take the high road as this is the long run can turn a possible negative into a positive. [ see blog post entitled: How to deal with negative reviews ]
However, this past weekend I came across a comment on one of the social media sites I manage that was so wrong. In fact, the commenter had this company confused with another one.
Let me give you a little background: The commenter in question was telling people to never use this company as they were horrible and they just fired a guy who was involved in the California wildfires. She said this company fired him, as the fire destroyed his company van while he was trying to save his family. She said this company deserves to go bankrupt and they’re horrible, et cetera et cetera.
Now if this were true I would agree, and in truth I would’ve quit this company, No matter how much they paid me!
BUT, they had this company confused with an East Coast Company with franchises in California. My client is an independent company, with no franchises and only operates in Massachusetts. So this was just a case of confusion, perhaps the company had a name similar or something like that, I never did find out.
So I responded to her that we are not in California and don’t have franchises anywhere. She went in and deleted her comment, and there was no damage done to the company’s reputation.
Now what if I had ignored this comment, as many companies seem to do on social media?
The company would’ve faced the possibility of this goes viral and then losing tons of business. At that point he probably would’ve reacted, but they may have done irreversible damage the reputation, and even faced going out of business for something he did not do.
Can you imagine working so hard to build your business and having it torn down by a viral comment about something you did not do?
The problem with the age in which we live in, is people immediately respond to things on social media. Once something is out there, it’s out there for good. So if you don’t respond to them quickly, you really face an uncertain future. Because your reputation is something you can’t get back once tarnished. This is your most valuable asset and you must do everything you can to protect it.
So as I said, respond to comments as soon as possible. Now, this was over the weekend and it’s not always possible to be at your computer or even your smartphone 24/7. This is why it helps to have another set of eyes and ears paying attention to your social media and web properties.
This is why I always stress to use a quality website management company. So, in the event you miss one of these horrible, mistaken comments, there is somebody else that may pick up the ball and run with it and save your business.
Thinking of content is not an easy job, especially if you do not have a dedicated team to work on your website and social media. Most small businesses do not have the available staff to work on these items. Small businesses are just trying to stay afloat and do what they do best. That is the driving force behind opening up their own businesses to begin with. But in 2016, that is not enough. You must have a quality web presence and a social media identity. Now, I bet I know what you’re thinking: I have to hire a social media consultant, a content person (not to mention a pay per click consultant, a security expert, etc, etc.). As a small business you’re thinking I cannot afford a team of experts.
Well, as a small business, I know where you’re coming from. I founded RooSites before social media even existed. So we were on the cutting edge when social media arrived on scene. The benefit of this is I have had much time to contemplate and formulate the best possible plan on how to deal with all the web tasks that a company faces in 2016.
So here is my two cents. In order to do all of the things you want to, you need to look for a solution that is both economical and which covers all the bases. A one stop solution.
We have come up with maintenance plans that allow you to achieve all you are looking to accomplish, but not break the bank. In fact we work with mainly small businesses like yours. We will sit down and discuss what you’re trying to do. Some companies want to get involved in social media but don’t need pay per click. Some want to get involved in advertising but not so much into social media. Then others need to better utilize their blogs. Depending on your business, you don’t have to do every single thing that comes around. We will advise you on where best to spend your valuable resources.
Your next move should be to contact my office and I will talk through what you need to do and create a roadmap for success for your small business. With team members in Boston, Charlotte and Tampa we are equipped to help companies all over the United States.