Well, they say no publicity is bad publicity. But maybe if you’re on “Kitchen Nightmares” you should tread fairly lightly. And if you can’t really handle negative feedback on your Facebook page, just try to avoid going full-on meltdown. Here are a few (no brainer?) tips on how to NOT handle a Facebook crisis that I learned by watching Amy’s Baking Company Bakery Boutique’s social media disaster.
1) Don’t berate your fans
Typically, I suggest staying away from being mean to your fans, even if you think they’re wrong. We’re taught in grade school that name-calling isn’t nice, and if it isn’t nice in grade school, it isn’t nice on social media.
2) Don’t get defensive
I get that your business is important to you, and it absolutely should be. But by getting defensive in the heat of the moment, you give people a chip in the armor. If you stand by your decisions, you can explain your reasoning clearly.
3) Don’t challenge the Internet
People will latch on to a PR crisis. Don’t add fuel to the fire by asking the Internet to “Bring it on.” They will, and it will only get messier.
4) Don’t deny responsibility
If something bad has happened to your company, it can be really overwhelming to try to turn it around. But don’t deny responsibility for your actions. If you’ve done something wrong, admit it, fix it, and move on.
(I promise that if the account was actually hacked, and the FBI is involved, I will retract this statement. In the meantime, I’m sticking with it).
Keeping it classy on Facebook (and any social media site) is all about treating others the way you’d like to be treated. Even when you feel you’re being victimized, as in this extreme example, stick to you guns, own up to your mistakes and ignore the rest.