I may have been a little impolite when I began my practice’s social media outreach. How can I repair the poor customer relations label I’ve stuck on myself?

Can you win back good will after your social media posts shock your readers?It’s remarkable how quickly one boorish social media post can ignite a “flame war.” Rather than embarrass one of our law firm or medical practice partners, let’s take an example from college sports. An exchange between rival fans might go like this:

  • Michigan Wolverines Official Site of Awesomeness: “Way to go U of M for your non-stop determination and drive. There’s definitely a reason we’re a Big 10.”
  • Buckeyesforlife83: what are you even talking about? Wolverines? You should be called the “Woeful Latrines.” #Ohiorules
  • MWOSA: We’re sorry you feel that way Buckeyesforlife83, obviously you’re confused on where you need to be. Go home and take your attitude with you.
  • Buckeyesforlife83: figures. You can’t even come up with a decent response. Just like a Michigander to take their ball and go home.
  • MWOSA: Whatever, at least we’re not from Ohio. Where do you think the toilet water goes—South. #mittenslap #FootballersGoHome-We’llTakeItFromHere

Does this type of banter look familiar? How many times have you seen similar posts on the social media pages of friends and colleagues? How many times have you engaged in a similar (yet I’m sure more eloquent and grammatical) debate on your own site?

Probably way more than you’d like to admit.

Unfortunately, many businesses allow personal feelings and opinions to outweigh the purpose of their networking sites. As a professional, you don’t want to attract social miscreants to your site as if it were a cage match. Sure, your page’s popularity may increase as a result of curious readers coming to see what low blow you may deliver next, but they’re not going to respect you as a professional. If they can’t respect you, then they’re definitely not going to hire you, so what’s the point?

Thankfully, even if your reputation may be tarnished from past posts, tweets, or memes, you can still dig yourself out of the rubble and rebuild a mature and successful social media platform for your businesses networking needs.

The Tools to Rebuild Your Social Media Reputation

Social media is an excellent way to promote yourself and your business. Unfortunately, it’s also an excellent vehicle to advertise your flaws. It isn’t as forgiving of the latter as it is of the former. It can be difficult to build your reputation as a smart and focused professional in a place where kitten videos and trolling are the norm. Thankfully, by knowing how to combat negative situations and baited comments, you can not only showcase your strengths, but also build a strong and supported networking platform for your business.

Here are some ways to get you started on rebuilding an otherwise tarnished social media reputation:

  • Start fresh by refocusing on your ideal client. Making some questionable mistakes in the past doesn’t mean you need to continue upsetting or belittling your viewers. Take a step back and focus your social media encounters on those you want to help. By streamlining your focus, you’ll not only speak to your target audience but you’ll minimize the risk that unwanted viewers will leave negative comments.
  • Stay calm. The odd negative response or poor review is bound to occur—don’t let it get to you. The fastest way to ruin your reputation is by addressing a problem when you’re ill-prepared. Take a moment to calm down before you decide how to approach the situation or comment.
  • Respond positively. When and if you choose to respond to a negative remark, do so politely. Although this may be difficult, stooping to a Neanderthal level of namecalling and insults will only hurt you; you’ll give other readers the impression that you can’t be professional when confronted. However, if you take the high road and simply thank the negative commenter for taking the time to write, you’ll showcase your maturity…with the added bonus of preventing the curmudgeon from baiting you further.
  • Use hashtags judiciously. When you choose to hashtag (#) a phrase or word, make sure that tag doesn’t mean something disrespectful. Otherwise, you’ll end up looking insensitive, cruel, or out-of-touch.
  • Use information, not threats, to encourage likes and shares. When you include informative and entertaining content on your site, viewers will naturally like and share it. There’s no need to bait “likes” and “shares” by deceptively promising good fortune or threatening bad luck. Stand behind your content and trust your viewers to know what they like and what they don’t like

Wrecking Balls: Actions to Avoid

As long as you stay calm and positive when maintaining your social media sites, then successfully rebuilding your reputation should only be a matter of time. However, one false-sounding comment or ill-conceived post can reversing your progress. This is why it’s important not only to know what to do, but also what not to do. When updating your posts or checking your tweets, stay away from these common faux pas:

  • Piggybacking on negative news. Stay away from using someone else’s tragedy as a way to promote yourself. For example, refrain from posting a story about a celebrity’s car accident with the remark, “He’ll be needing help from us.” Not only is this tactless, but it could also snarl you in legal trouble.
  • Falling for the baited troll post. You need to remember that a lot of people on social media have way too much time on their hands. Many of them pass their time by “trolling” websites—posting outrageous comments in the hope of starting a fight. Don’t encourage this practice. If someone leaves a ridiculous comment or opinion, either ignore it or politely respond; anything else is just a disaster waiting to happen.
  • Edgy humor. Although you should try to add appropriate wit and humor throughout your website and posts, make sure you stay mature and respectful. Everyone has their own trigger points. If you’re unsure of whether a joke goes too far, it probably crosses the line for some of your readers. Use a different joke instead.
  • Shaming potential clients. Everyone has the right to his own opinion and the right to express that opinion. Although sometimes you may not agree with a comment, you need to respect the exercise of free expression. Refrain from belittling reader or starting a fight just because you disagree.

Above all, don’t try to turn negatives into positives; looking on the bright side of things is a useful tool, but should not be used to call extra attention negative comments. If you’re getting a lot of negative remarks or disinterest, don’t point that out to future clients. Instead, root out the problem and fix it. Once fixed, you can then politely draw attention to the fact that you were made aware of the issue and had the good grace and ability to right the wrong.

Sailing the seas of social media can be a perilous journey. We’d be happy to help you navigate those treacherous waters. Contact our social media marketing team at 866-460-3724, and let us map you out a course to the destination you desire.