Website and app design customers share worries about the mob on social media, and just as a few “customers” act out, expect a few impolite people to appear on business social media platforms from time to time.
To be clear as Pegasus Ventures manages social media platforms, we seldom encounter truly bad actors. Most customers one sees through the day smile and appreciate your business, the same applies to social media. Planning social media around the occasional bad actor leads to an unwarranted defensive posture and weak leadership of the platform actually encouraging cranks.
Cranks get little traction in a positive and fun social media platform.
A client restaurant with over 2,000 Facebook followers outside New Orleans received a comment saying the person avoided a visit to the New Orleans area as a mark of protest of the local politics.
Pegasus Ventures responded for the customer by thanking the customer for the comment while letting the customer know the restaurant actually is not in New Orleans adding, “we try to avoid politics on our Facebook page” then sharing in a private message we'd removed the political comment.
The prompt response prevented others from adding to the political comment.
At the same restaurant, as of this writing, 440 Facebook reviews have awarded two hundred ninety four 5 star ratings and seventy six 4 star ratings with an overall rating of 4.3 stars.
A customer reviewed the restaurant giving one star and a less than polite complaint triggering a another follower to jump to the restaurant's defense. Pegasus Ventures defused by defending the negative reviewer's as helpful to improving service while and asking our loyal defender if she wouldn't reconsider her words. Delight ensued as the edited review picked up 3 stars with a note saying the reviewer planned to return. The defender kindly deleted her tough response.
Pegasus Ventures finds setting the tone for the community with an active, prompt and positive presence prevents the negative taking hold on any social media platform. A Facebook page enjoying customer pictures of their kids when they “check in” or pictures of what they ate along with fun posts from the business makes gives little space to angry people looking for someone to take it out on.
So manage your mob with joy! Most interactions online truly follow the experience of customers who visit your business. They are great people and they share this online with you, their friends and all of your followers.
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