You wrote a beautiful post and it did exactly what you wanted it to do. It got a response! Great right? Except you didn’t see the comment and now the person who was so excited thinks you’re a jerk for ignoring them. Or maybe your mistake was a really big faux pas, and now there is some serious backlash.
WHAT A NIGHTMARE!
What are you going to do? Just remember you’re not the first person to make a mistake. You won’t be the last. Do a Google search on classic social media blunders and you’ll see what I mean. Start here! In the meantime, dear reader, please read on for some helpful advice.
It happens to the best of us, we get busy and miss something. The key is to keep your cool and stay calm. The last thing you want to do is react without thinking and perhaps make even more of a hash.
Take time to assess the situation and decide what the best course of action is. If it’s a small thing, like forgetting to respond to a comment, a simple apology will usually suffice. If it’s something more serious, stop and breathe and decide the best way to fix it.
Don’t Ignore It Or Attempt To Cover It Up.
The social media world is very transparent and your customers will see right through that. The best thing you can do is, to be honest, acknowledge and take ownership of the mistake. Don’t try and blame someone else.
Be Sincere With Your Apology.
Yes, of course, you must apologize. And do it on the same platform. Then take whatever action is necessary to fix the mistake. If you promised something, make sure you deliver. A sincere apology will go a long way.
Learn From Your Mistake.
Take time to reflect on what happened and put systems in place so it doesn’t happen again. Look at your process, detect the wobbly parts, and strengthen them. Maybe you’re too busy to keep a watchful eye on your accounts or the trusted person on your team isn’t so worthy of that trust. Maybe you were hacked. Whatever the situation, social media mistakes are bound to happen but you can minimize them by being prepared.
So don’t despair if you find yourself in the social media doghouse. Take a deep breath, assess the situation, and put a plan in place to fix it. Not sure how? Give us a call for an audit of your social media. We’ll help you get back on track.