This is the second of a series of articles featuring potential social media issues your company may encounter. In this article, we will discover how to recover and/or prevent bad PR about your brand.
The Internet is one big public forum. That being said, you’re bound to come across someone at some time or another who will rub you the wrong way. What happens when it’s your company they’re having trouble with? Bad PR. One day your company was barely even out there, the next it’s a household name. But how do you prevent these things from happening, or, when they do happen (through no fault of your own), how do you prevent the situation from becoming even worse and maintain your reputation?
Let’s discuss three easy ways to boost your brand PR.
Be a Social Media Extrovert.
In other words, engage with other members of the community, whether it’s the online community or the local community. And on that note, get involved with giving back to the community. Think about different ways your company could do good, then get out there and do it!
You want to be known as the good guys, that way, if you’re somehow thrown into the limelight for a bad reason, people will know your brand integrity and are more likely to stand by your side and stick up for you as brand advocates.
When negative pr does happen, don’t be a lightning bolt.
This reminds me of the old adage, “strike while the iron is hot.” This is one thing you don’t want to do. While it’s great to be timely in your response, don’t respond to a negative comment about your company while you’re angry. Take a few deep breaths and try to discern the reasoning behind the commenter.
Maybe you own a restaurant and someone gives you a negative storm about how their meal was over seasoned. Take it with a grain of salt, so to speak, and apologize for their bad experience. Maybe offer to remedy the situation with a free meal next time they come to your establishment.
But don’t fight fire with fire. Reason with the angry commenter and they just might realize they are being irrational, or, you might realize an aspect of your company needs a bit of polishing to serve the community better.
Have a plan in place before the negativity strikes.
We all like to think we’re perfect, but the reality is, we all make mistakes.
Whether the mistake is an honest one or not, craft responses to negative PR ahead of time and have a team strategy in place beforehand so everyone who works with your social media account knows exactly what to do and what not to do if a social media crisis arises. This will ensure that negative comments are dealt with, and dealt with in a very timely manner.