Jason Falls of Social Media Explorer is a great guy and one of those folks that I don’t always agree with but I always respect. Jason has always been in the fray – working with clients to develop their social media strategies.
One chunk of advice that I share with everyone is Jason’s methodology for dealing with detractors online – I first heard him speak about it at Blog Indiana in 2010.
- Acknowledge their right to complain.
- Apologize, if warranted.
- Assert, if warranted.
- Assess what will help them feel better.
- Act accordingly, if possible.
- Abdicate – sometimes a jerk is a jerk.
By the time you determine that abdication is the best possible route, the online community will have determined the same thing that you have. Often, your followers will come to your defense when this occurs.
The response to a negative situation online often defines a company and what it’s like to work with them. Marketing Pilgrim has a fantastic example of how NOT to respond to negative criticism online. The example is a Pizza shop owner who got a negative Yelp review…. it’s worth the read!