Negative Nancy’s. We’ve all dealt with them & we’ve all been them. Whether it be in life, or if you deal with social media. They are everywhere. As a social media manager they can also be frustrating and challenging to deal with. So here are some tips, that can even be applied in real life, to people who just can’t kick the negativity.
Most of these people just want someone to listen.
I’ve noticed that many people, especially in the social world think you aren’t even listening. So when they receive any type of response, many times you never hear from them again. When dealing with someone who is just complaining to complain, and doesn’t have a real issue at hand, a simple “Thanks for your feedback (insert name here)!” can take care of it.
When someone continues to berate your page, stay calm, stay patient. This is what we like to call “social trolls.”
They are just there to be a pain, and that’s all they want to gain (see what I did there): to bug you into oblivion. There’s a couple sayings about these types: 1. You know you’ve arrived when you’ve got trolls commenting on your work 2. Don’t feed the trolls
So if you can’t kill them with kindness (yes mom’s lessons still apply at work…
annoying awesome), it’s time to disengage.
If this person is using vulgar language, or is spamming your entire page with negativity it might be time to block them — mind you this is your VERY LAST RESORT.
Admit when you messed up! People like to be reminded that a human is behind the computer. If you don’t mess up in social media, you deserve a raise.
I had messed up on a a video contest. I didn’t realize that if people had certain settings for their privacy we wouldn’t be able to see if they posted on our brand’s wall. This girl was irate – and she deserved to be.
I had to apologize, and then prove that her entry hadn’t showed up, before she finally started to not be as mad. It was terrible, but at the end of it she said “The way in which you handled the issue is more than satisfactory.” Hearing that makes my job worth it.
Even if there isn’t an issue and people are just saying how much “they just love you.” It makes you feel good. So next time you’re on a brand Facebook or Twitter page, leave a positive note. We love it!
And when people do have an issue that can be solved, solve it! Solve it as quickly as possible. If it’s going to take some time, let them know you are working on it. Give them a deadline to let them know when you will get back to them (plus, it gives you one too).
A coworker of mine has the best description of what managing social media is:
It’s a combination of good customer service and good public relations.
And lucky for you she is going to be joining us for a guest blog post soon. So welcome Amanda warmly. Because she’s awesome. Keep these tips in mind on your next encounter with a “negative nancy.” Just remember everyone is fighting a hard battle. Life is hard. Many people just need a friend. Be that friend, even if you only know them from the view of a computer screen. It adds value to your business.