Tag Archives: goals

Should I delete negative comments?

Good evening, Social Rabbit here with your guide to the world of social media.

The answer to: Should I delete negative comments is NO.

Why?

  1. A negative comment is a chance for you to fix the situation
  2. It is a chance for other customers to see how you handle negative feedback and to get feedback on common issues
  3. It demonstrates how good your company’s customer service is
  4. It shows your customers that you do listen and do care about them

Often a negative comment on a Facebook wall or on Twitter is a bit of a cry for help, the person is fed up of talking to the customer service department, they are getting no where fast.  They think that by posting a comment in a social media space where more people will see it will shame the company into responding.  However in many cases companies “freak out” (it’s a technical term) and just delete the comment as they don’t want anything negative impacting their otherwise warm and fluffy wall.

However deleting only makes the problem worse… imagine I am cross and complain on the Facebook page wall of the company, I go back the next day to see that my comment has been deleted, I now have 2 reasons to complain!  Not only this company won’t listen to me but they are also rude and are ignoring me….

If you do get negative comments what should you do?

  • Answer them calmly, without getting annoyed with the person making the comment
  • Deal with it quickly – remember other people are reading into
    a) how long you take to respond
    b) what your response is
  • Don’t assume you know the answer, feel free to ask for more clarification or the outcome they’d like
  • Don’t be afraid to take the conversation off-line by asking them to email/call you to discuss it
  • If the comment is something like “your product sucks” often that isn’t worth a response, if you have a good community built up in your network then they will often slam that person far harder than you could have.  Let your community do this for you, let them defend your company, your brand, your service that’s when you know you have built a great community
  • Understand that often the person just needs to let off steam and they are not having a go at you personally!  So don’t make your response back personal.

Make sure your team know what your policy is to negative comments so that they deal with them in a professional and polite way.  After all the goal is to turn those negative comments people (who obviously care otherwise why would they bother to moan….)  into raving fans who tell everyone how wonderful you are, how quickly you sort out issues and how much you care.

Have you experienced negative comments on your social media pages?  Tell me in the comments and what happened when you dealt with it (as I hope you did and didn’t hit delete!)

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Mental Monday: Linked Working by Frank Agin and Lewis Howes

Good Morning, Social Rabbit here with your guide to the world of social media.

Monday was so mental that it has slipped into Tuesday, so sorry about that readers.  Today I am reviewing Linked Working by Frank Agin and Lewis Howes

This book is all about using LinkedIn effectively to produce results.  Each chapter covers a different aspect of LinkedIn, it relates it to networking in real life and then gives an example of someone on LinkedIn who has had success with it.  Below are some of my favourite bits from the book (these are all direct quotes):

  • When you send an invitation you should always try to make it personal, or at least add some value to the message…. A personal touch always increased your chances of being accepted
  • You never know which connections will come in handy in the future.  This is why it is important to never pass judgement while on LinkedIn
  • Everyone is a networking opportunity for you (and you are an opportunity for everyone). This is a powerful networking concept. As powerful as it is, however, there are limitations to it. The primary limitation is that you have no control over where this networking strategy leads. That is, you can never tell when you will come across a networking opportunity and when you do, you have little control as to what might be.  You eliminate much of this limitation when you take it upon yourself to reconnect with people.
  • This is the Golden Rule of Networking: Give first … get second.
  • Eventually what you inject into your network – opportunities, information, support, energy and additional contacts – comes back to you.
  • Here are several ideas for expressing true altruism on LinkedIn:
    1. Offer Help When It Is Least Expected
    2. Forward Important Introductions
    3. Make Introductions
    4. Provide Useful Feedback
    5. Make New-Comers Feel Welcome
    6. Make Recommendations
    7. Express Gratitude
    8. Ask A Question
    9. Start A Group
    10. Reach Out To Help Others
  • The things you need to do in the real world of networking to get involved includes joining local groups, attending city meetings, doing community service, becoming an officer in the groups you join, and so on. The beautiful part about LinkedIn is it allows you to do those same activities in a virtual setting.
  • Another way to become actively involved on LinkedIn is the Answers section. This section gives you the ability to ask and answer questions pertaining to any topic in any industry. People actively read these answers on a daily basis, and numerous business deals have come from individuals providing compelling information.
  • Here are some suggestions for expanding your network into a variety of “cliques”:
    1. Group Diversification
    2. People Watch
    3. Group Introductions
    4. Offer Group Assistance
  • To set yourself on the path of consistent action, start by establishing certain goals you want to achieve through your networking efforts. How many new people do you want to meet in a given period? How often do you want to connect with those you already know? How much and what type of value do you want to give to those you know?  Once you have established goals, plan out the required activities for meeting your goals.
  • Your mission on LinkedIn is to follow the ABB’s of networking: Always Be Building your network. Whether you are trying to find a job, create new opportunities, close more deals, make more money or become a globally recognized industry leader, the success factor for every networker is to Always Be Building your network of connections and opportunities.

Obviously there is a lot of info in this book, whether you are new to LinkedIn or have been using it for years I am sure you will find something useful.  It is written in an easy to understand and read style, with only 100 pages it is a quick read.  It doesn’t go into details in terms of click here, do this, do that, but is more about the overall objectives and ways you can use LinkedIn.

If you have read this book and have any comments please let me know below or on the Social Rabbit Facebook Page. Or if you have any suggestions for what to read next.  I am still reading the New Rules of Marketing and PR, but I am finding it heavy going, hence why it didn’t get reviewed this week – next week I promise!

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Filed under Book Reviews, linkedin, social media

Before your start on Social Media

Good Evening, Social Rabbit here with your guide to the world of social media.

Today’s blog will be filled with furry words of advice to help you have a fantastic social media campaign.  It’s all very much common sense, but often (this Bunny included) we get carried away with the excitement and addictiveness of Facebook/Twitter/LinkedIn/Foursquare etc that we forget to start at the beginning.  DON”T WORRY!  It’s not to late.

You want to use a social network for business, your business, it might be a hair salon, real estate office, coffee shop, accounting firm, clothes store, product or whatever, the rules are the same for EVERYONE.  So you have decided which social networking tool or tools you want to use, now follow these steps;

  1. What is the purpose of what you are doing? For your Facebook page what is the purpose?  Why are you setting it up (because it’s fun doesn’t count), I want real reasons, eg to build a relationship with my audience, to use it to find out more about them, to get my product awareness out to a wider audience etc – get the picture?  This is the same if you are choosing Twitter or LinkedIn you NEED a purpose, if you don’t have one, well it just won’t work as well, and you will find it harder to maintain.
  2. What are your goals? Eg for your Facebook page you want to get 500 likers in the first month and increase the click throughs to your website by x%.  For Twitter it maybe that you want to be retweeted x number of times and gain x number of followers in the first month.  Whatever you decide that your goals are these are something that you can go back to and see how you are tracking and decide if it’s working.
  3. What have you got to offer?  OR What value are you adding?  OR Why should people follow you/connect with you or like you? This is the old “what’s in it for me”.  This should interlink with your purpose, so if your purpose is to “be seen as an expert in social media” the value you add could be in unravelling the mysteries behind social media, helping people to understand it and use it to grow their business.
  4. What are you going to promise? I have said this before that your followers etc have memories like elephants – they never forget.  So if you entice them to your Facebook page with the offer of free ebooks or the chance to win prizes or a daily tip, when they don’t get it they WILL rebel.  Rebelling in the social networking world means de-friending/unfollowing/disconnecting, which when you have worked SO hard to get them is not what you want.

The idea behind following these steps is that when you get stuck and think “oh no what shall I blog about, post, tweet etc.” you know what your purpose, values and goals are so it makes it easier for you to deliver.  PLUS it helps with the consistency of your message, if people know you as a social media expert, then you suddenly start rambling on about how to make apple tart, it’s kinda confusing…  They won’t know what’s happening, they will lose a bit of trust and faith, who is this flaky person that yesterday was telling us how to get more likers on Facebook and now is talking about how to get the pastry just right on an apple tart…..

If you already have your social networking set up, it is NEVER too late to go back and revisit what you are doing and why, and don’t think you have to stay with what you decide forever.  However don’t change your mind daily, but often it can take a while to find your niche that both you and your readers are comfortable with, so by all means try out a few things, but let them know.  For example, when I decided to start Mental Monday’s on this blog to review books, I said that I would see how it goes, but I am not doing it daily, only once a week.  So if say 50% of you guys don’t like it I guess you don’t tune in on Monday’s, but no one has complained yet!  But if you want to make a comment do, I LOOOOOOOOOOOOOOOOOOOOOOOOOOOVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVE comments positive and negative.

Tell me below what you think or on the Social Rabbit Facebook Page.

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Filed under linkedin, Small business, social media, twitter