Respond with facts
Posted: Mon Jan 20, 2025 5:58 am
Are your trolls spreading rumors, misinformation, inaccuracies, or lies? Then refute any tales told by the trolls with facts.
Apple did this after rumors about the new 'bending' iPhone 6. It took a stand and admitted a problem that affected only nine customers in the first six days of going on sale.
Instead of denying it, he accepted and made public, and the controversy was soon forgotten . Do the same with your brand. Confess and get rid of the source of trolls.
4. Use humor
Easy to say, but hard to do. If done right, you can belize whatsapp number database humanize your brand and lighten a situation with humor.
Food retailer Sainsbury's got this right. It used humour to go with the flow, not against it, when it responded to a review about a disappointing chicken sandwich.
Sainsbury solved this because:
He did not ignore the customer.
He recognized the problem.
He apologized.
He responded to the criticism with a witty comeback.
However, if your joke doesn't work, that might keep the troll going.
5. Block them
Most trolls are generally annoying, but usually harmless.
However, sometimes trolls take things too far, escalating the discussion into threats or hate speech.
When they do, you can use your social power to block them. Also, check the appropriate content standards for that social network and if the troll doesn't meet these standards, report them.
6. Correct your mistakes
Pay attention to what people are saying on your social media accounts. If you spot an error:
Correct it
Let the person know you did it.
Explain why.
If they are unhappy but reasonable customers, they will likely appreciate it, because:
You heard.
You answered
You made them feel heard.
That's what we all want. This is how you can turn their frustration into loyalty.
Unless you're a troll, they're not going to care. But it's all good anyway because:
Your community will see it
You show that you listen to them.
You reinforce your standard of appropriate behavior.
Everyone can see how professionally you handled it.
Other trolls will know not to mess with your brand.
[Tweet “ You can’t control what trolls say, but you can control how you respond to them.”]
Apple did this after rumors about the new 'bending' iPhone 6. It took a stand and admitted a problem that affected only nine customers in the first six days of going on sale.
Instead of denying it, he accepted and made public, and the controversy was soon forgotten . Do the same with your brand. Confess and get rid of the source of trolls.
4. Use humor
Easy to say, but hard to do. If done right, you can belize whatsapp number database humanize your brand and lighten a situation with humor.
Food retailer Sainsbury's got this right. It used humour to go with the flow, not against it, when it responded to a review about a disappointing chicken sandwich.
Sainsbury solved this because:
He did not ignore the customer.
He recognized the problem.
He apologized.
He responded to the criticism with a witty comeback.
However, if your joke doesn't work, that might keep the troll going.
5. Block them
Most trolls are generally annoying, but usually harmless.
However, sometimes trolls take things too far, escalating the discussion into threats or hate speech.
When they do, you can use your social power to block them. Also, check the appropriate content standards for that social network and if the troll doesn't meet these standards, report them.
6. Correct your mistakes
Pay attention to what people are saying on your social media accounts. If you spot an error:
Correct it
Let the person know you did it.
Explain why.
If they are unhappy but reasonable customers, they will likely appreciate it, because:
You heard.
You answered
You made them feel heard.
That's what we all want. This is how you can turn their frustration into loyalty.
Unless you're a troll, they're not going to care. But it's all good anyway because:
Your community will see it
You show that you listen to them.
You reinforce your standard of appropriate behavior.
Everyone can see how professionally you handled it.
Other trolls will know not to mess with your brand.
[Tweet “ You can’t control what trolls say, but you can control how you respond to them.”]