Every Social Media Manager’s Worst Nightmare

dflaWe’ve all been to a restaurant before that left us wanting more. The lack of service, atmosphere, or good food can lead to a less than desirable experience. What do you do when this happens to you? Below you will find a hypothetical situation of an individual taking to social media to express their disgust and what I would do to address it.

“I am disgusted about the state of your store on 1467 Justin Kings Way. The counter was smeared in what looked like grease and the tables were full of trash and remains of meals. It makes me wonder what the state of your kitchen is?!!! Gross.”

Ouch…this is a harsh comment. From a business standpoint I would want to take this down, but sometimes leaving these comments up and responding publicly to them can show the audience that you care about each customer. I would comment on this post by saying “Hi there, Thank you for letting us know the conditions of our store. We are very sorry to hear about your experience. Please send us a direct message giving us more details and we will address the issues you have mentioned. Thank you, Alexis.”

Once I have left my comment I know there will be more left on this post. I have seen so many Twitter rants and Facebook comments go off topic and turn into other users fighting. I do not want that to happen on this post. I want it to be an example of what my company is doing to improve our services. I would let the conversation play out but as soon as obscene language or hate speech came into play I would jump back in the post and let user’s know we do not condone this type of behavior. It is one thing for people to say they agree with the disgruntled customer but to throw this type of language into a post services no purpose.

From one extreme to another, I’ve worked in television for about five years. During my reporting days I was taught to always report fair and balanced to avoid situations like this:

“Your reporting on the Middle East is biased in the extreme. You gave almost all your air time to spokespeople for the Israelis last night and there was no right to reply for the Palestinians. The conflict upsets me so much and your reporting of it, saddens me even more and makes me f**king furious.”

Wow, another  social media attack. This one seems a little harder to address considering the racial issues this viewer has. I would first respond to the comment by leaving one saying “Hi, we are sorry to hear you did not like our story last night. Our goal is to provide our viewers with fair and balanced stories. Please contact by direct message so we can work at providing you with a better story next time. Thank you.”

In our lecture it was noted not to respond in anger. As a reporter it would be hard for me not, considering we know the story was unbiased and accurate. I also believe user’s should not respond in anger so once I let the viewer know I saw this comment I would remove it from our page. Using obscene language is unnecessary and unprofessional. I do not want our viewers to be subjected to this.

How would you react to these situations?

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