It’s safe to say that the internet is the greatest and worst thing that has happened to humanity. For all the great things that are on it, we’re looking at you endless amount of streaming entertainment (Facebook Videos), there are the dark places.
However, when it comes to your South Florida business, the internet can make or break you. Even the most wonderfully creative online marketing campaign has become the foil for the least entertaining type of person on the web, the troll. The trolls only reason for existence is to bring others suffering. Sadly, they are also entitled users that love nothing but to badmouth businesses who didn’t immediately recognize them for the “social media influencer” they are. We know legitimate social media influencers, troll, and you are not one of them.
The key weapon in the troll’s arsenal is the negative review. Now, we understand that it’s not easy to take any negative feedback on your Yelp listing, Facebook Page, or Google listing, and it’s not very nice getting it on your own website. As a business owner, one of the things you must understand is that you are never going to make everyone happy. If Heaven was on Yelp it would have a 4.9 rating just because some troll would have to complain about it being “too perfect”.
Tip #1: Stay Calm and Professional
The main thing to do is stay calm and stay professional. We understand that your business is something that you have poured your blood, sweat, and tears into but telling the troll that you are going to spill their blood and tears while you sweat, might not be great for business.
You might want to defend yourself, you might be so mad that you want to call them a name or use some “colorful language” that expresses what you think about them. But that will get you nowhere. Sure, for a second you might feel really good about how you were so creative with your word combinations that a salty sailor’s jaw dropped, but is that the image that you want to show? Is that how you want to represent your business?
Not to mention that by doing just that you are doing exactly what the troll wants. Beat them at their own game.
Tip #2: Be Accountable and Kind
As President Obama said, “If they go low, we go high.” If you smother them with kindness and understanding not only will it make you look good to other customers, but it’ll make them look like a jerk. It will also get them super angry because you are not giving them what they want. It’s a win-win. Plus, with the correct time and effort put into your online professionalism, you will get to a place where telling someone “With Regards” feels just as good as telling them they are “number one” with sign language.
That’s a win.
Over 30% of South Florida customers check Yelp or Google prior to scheduling an appointment or booking a reservation. Acknowledging that your staff didn’t deliver great service or that their experience was underwhelming is feedback you can use to improve your business in the future. It’s difficult to recognize and control every customer and employee while you’re in the trenches of running your business. Regardless, be sure to listen to your customers and be willing to make some changes.
Tip #3: Check Your Online Reviews Frequently on Google, Yelp, and Facebook.
Brand reputation management can be a full-time job in itself. Reviews will pour in over the weekends and late at night and flood your email. However, you wouldn’t ignore a customer trying to tell you about their experience in person. Would you?
Seeing a profile with reviews with no feedback on behalf of the company tells a potential customer that you just don’t care about feedback. People want to patronize businesses that are invested in their consumers and hinge their improvements on their customer experience.
Tip #4: Answer the Positive Reviews, Even The Ones Without Written Feedback
If a consumer took the time out of their day to leave a positive review on Yelp, Google, or Facebook, this person is your brand advocate. Don’t just pay attention and meet the needs of the nay-sayers. Communicate and engage with those who love your business! Even if it is just a “Thank you, we appreciate you Bob!”, do it.
No matter what. Not acknowledging the positive reviews is #BadManners.
Reviews don’t just come in forms of 5-star reviews on Yelp, Google, and Facebook. People share their experiences about your business in forms of captions, mentions, and conversations in the comment thread. Hiring a social media manager who can handle one-on-one engagement, manage your brand reputation, and spark conversations with customers is the best way to always be involved in what is being said about your business. Social media isn’t created to promote your business, it’s intended to be a community around your business and brand.
Socially Handled Understand Social Media.
Lastly, we know it’s hard to manage social media, produce videos, send out emails, and post on Instagram. We know you’re probably wondering how to make time to use social media marketing and Facebook ads correctly for your business too. Socially Handled is a South Florida full-service digital marketing agency. We work with businesses in Boca Raton, Wellington, West Palm Beach, Boynton Beach, Delray Beach, and surrounding South Florida areas. Our team can manage your social media, respond to online reviews, film your videos, and rock your Facebook ads. We turn views and likes into leads and booked appointments. Contact Socially Handled for a free consultation: 561-899-4144