Have you ever experienced a Moment of Madness? All humans I reckon have at some point in life. There is a time and a place for everything - so the saying goes.
Recently I became aware of a social media issue that went quite out of control. The original post was innocent however the response left the client with a sour taste in their mouth and a vow not to ever visit the business again or to deal with any of the company’s products and services. Why? Because the company spoke out in a moment of anger and did little if anything to change their approach. This attitude will most definitely not favour a SME like them. It is the last thing they should’ve done in a very competitive world. It’s common knowledge that it only takes one - one individual mention an unpleasant situation to one other and before you know it a veld fire erupts.
With most of us having an online presence nowadays a lot of people will notice a war on words. This can easily raised questions about the establishment even if they have never ran into such a dilemma with the company. All of a sudden doubt sets in and questions being ask left, right and centre. The outcome can be devastating: loss of customers = loss of income plus an added negativity to their reputation. What was written as an innocent comment turned out to be the bee in the company’s bonnet. One immediately wonders how on earth your words can have such a profound reaction?
It is so easy to put words down in black on white. The reply came within seconds from the company. And my oh my, the words flowed like water of a duck’s back. Was it a good feeling for them to get it off their chests? I’m sure it was, however… if they only stopped to think clearly it would’ve been a much better idea right there and then - with a completely different outcome.
There is a way one can prevent damage to your reputation. Whenever you hit a brick wall of frustration, instead of starting to voice your opion, get up and move away from the keyboard. Put it to the side and literally step away from your device (whether that is your pen, your computer or mobile). Not for wanting to quote a major brand, but… Just Do It - is a great solution. To distance yourself from the heated moment works wonders. If you do, it’s here where you immediately start to watch your step.
At the beginning it’s easier said than done. Keep working on this strategy and it gets easier. Honestly, it does. Once you continue the writing again you will find you have a much clearervision of the whole situation. Now you can calmly and constructively put down in words your response. Social media is both a blessing and a burden. It widens our thought process even though it can easily make us narrow minded and becoming a bit of a bore. And all of this because a mad moment took over and bamboozled the mind into becoming a raging bull spitting offensive words all over the place.
As a SME you havebeen hard at work to make your brand stand out within the saturated world of social media. Lots of time is spend working on what to post when and where. Your online marketing strategy is taking shape and so far the reaction of your online community is satisfactory. There is no need to mess up your hard work.
In the heat of a moment - stop and breathe. You won’t regret it.