Facebook and Twitter are very powerful tools gifted to us by the Internet. These have become the platforms for great business because they let us interact with our customers and help us understand what they really want from us. Many businesses have thrived thanks to the exposure that social media gave them.
However, there are two sides to each coin. With good comes the bad and how you use social media is up to you. We should not forget here that something that is so powerful would always come with a few stipulations. There is no denying that even a small mistake on social media can set our business back by many steps. Since it is so public, even small things seem big and you simply can’t get away with anything.
To err is human and it is really unfair that you have to pay a huge price for your mistakes. Well, you don’t have to pay any sort of price if you understand how to bounce back on social media. Avoiding your customers will not help you. You should learn how to face the problem immediately.
Here are steps to help you:
Don’t Hide or Run
See, it is okay to make mistakes. Running away from it or hiding and never facing it will make the situation worse. There are people who completely ignore the mistake and remain active on their page. That is the worst thing you could do. Customers will not take being ignored kindly at all. Delete the post or message or picture that offended your fans. After that, make sure you post an apology. If you ignore the second step, you will pay heavily.
You should always acknowledge your mistake.
Don’t be Hasty
A hasty response in the desperation to clean up the mess can backfire. It is okay and it is actually much better to think, analyze, and then respond. Many businesses try responding immediately because of the fear and worry that customers are creating havoc on their Facebook fan page. I am not asking you to take forever to reply. I am asking you to think with a clear mind about your reply so that the response actually makes sense and helps you bounce back.
Work on your Image Again
Now that your image has been tainted a fair bit, you should start working on it from the scratch. Do your best to win the hearts of your customers and fans again. This will take some time, of course, but you have to put in the effort.
Cleaning up after a mistake can be arduous but it is very important. Social media disasters can’t be wiped clean easily.
It is okay to make mistakes. In fact, it is unavoidable sometimes because you can’t please your entire fan base. However, if you do make a mistake on social media, you should be willing to work on it to improve your reputation. If you ignore it or get hasty, you will make things worse. Be careful!