Responding to Negative Social Media Feedback

22 09 2011

(Guest post from Account Supervisor Leslie Dagg.)

One of the most rewarding things about engaging in social media is the feedback. It’s satisfying to see people commenting on your blog posts, tweeting you back on Twitter or posting on your Facebook wall.

 But how do you handle things when the most rewarding thing about social media turns negative? Mainly, what do you do when angry, argumentative or disrespectful people engage you online?

Here are a few tips on responding:

  • First, it’s important to decide what kind of negative feedback you’re getting. Is it someone spamming nonsense or ads? Is it someone just looking to cause trouble? Or is it someone having a legitimate problem with your product or service?
  •  Some negative posters are simply trying to stir up trouble. If you see a negative, unwarranted comment posted about your company or product from someone who doesn’t seem to have an actual basis or true problem, you can actually nip it in the bud by responding – in a polite and positive way. Many trouble-stirrers plan on you not reacting, so by responding in a professional way, you can deter other potential disrespectful posters from commenting.
  •  If an error or typo is posted on one of your company’s social media sites, people might rush to point out the error – some in a nicer way than others. If there is a mistake, don’t simply fix it without commenting. Be sure to admit to the mistake and thank those who pointed it out.
  •  The same goes for someone offering up constructive criticism, or a poster who seems to have a legitimate issue / trouble with your service or product offering.  It’s important to respond and thank them for their feedback and offer up the opportunity for additional communication offline.
  •  The time it’s OK not to respond is when you’re dealing with “spammers” or “trolls.” Spammers are people who post spam material such as ad links or links to other products / websites in your comments section. Trolls are people who take things even further and may post inappropriate language or content in your feedback section.

How have you handled negative feedback on your social media platforms?

Forget Perfection

15 09 2011

Ever been paralyzed by being a perfectonista?

A recent post about “perfectionism” got me thinking about the difference between perfection and excellence. After spending years striving for, and being obsessed about, perfection at our PR firm, we have come to realize it’s usually better, more productive, more fulfilling and ultimately more appreciated by our clients – if we strive for excellence.

Here are seven reasons why:  

1. An obsession with Perfection causes procrastination because your work never seems good enough. A focus on Excellence gets things done with the time and resources you have.

2. An obsession with Perfection bogs you down in the details. A focus on Excellence propels you to keep moving forward.

3. An obsession with Perfection positions you to need the approval of others. A focus on Excellence wins you the approval of others.

4. An obsession with Perfection puts you in a constant state of stress. A focus on Excellence eliminates undue stress and inspires creativity because excellence is seen as within reach.

5. An obsession with Perfection prevents you from taking risks. A focus on Excellence helps you to see that risk generates rewards … and helps you to take appropriate risks boldly.

6. An obsession with Perfection kills teamwork, because others know you will find fault with anything they do. A focus on Excellence encourages teamwork and inspires teammates to do more than they thought possible.

7. An obsession with Perfection becomes a bottomless pit that’s difficult to climb out of. A focus on Excellence becomes a mountaintop that opens new vistas for you.

To paraphrase something said by one of America’s most heralded military strategists, General George S. Patton: An excellent plan executed now is better than a perfect plan executed next week.

So we suggest focusing on being excellent rather than obsessing about perfection … and don’t be surprised if you generate some simply perfect results.

How has being a perfectionista affected your work?


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