Many things in business can go wrong, and if your business is on social media, a lot can go wrong, and sometimes you may be going through a crisis. So, how you respond to the crisis can make or break how your followers look at your brand. But, with a solid plan and swift action, you can reduce the effects of social media. Knowing how to handle a crisis you face on social media ensures you safeguard your Instagram likes, followers, and brand. Below are some basics to help you solve a social media crisis effectively.
1. Consider if it is a crisis or a problem
Before you find a solution to what is going on in your social media. Always consider how severe the problem is and if it is already a crisis. This is the first step to any social media crisis you face. Therefore, if the problem is minor, like a complaint from a follower, you do not have to take it up to higher management. However, for a bigger issue, such as an offensive post or other issues out of social media, such as a product recall, huge delay in shipments, a product catastrophe, you need to have a crisis plan.
2. Have a plan
Always have a plan ready to handle any crisis that comes your way. To access the scope of the issue, you need to keep your cool. Remember, you do not want to bring attention to something you can handle quietly. So, gather all the details of how the people are dealing with the issue. Where it started, and if there was any solution then. As part of your plan, check who will handle responses. Also, who gets informed about the crisis, the internal communication plan, delivery of the message, and how you sort out a delay in decision making, among other things.
3. Respond fast
Once an issue arises, respond to it quickly. The faster you acknowledge it and apologize, the better for your brand. Find help or hire someone to run searches on anyone mentioning the brand the wrong way to respond to any concern. Plus, if you find negative comments, respond to them positively. This shows you care what your customers feel and think. Plus, it is a way to reinforce brand loyalty.
4. Pause on posting
Always find a solution to your issue before following through with your scheduled posts. First, figure out the problem. Then proceed with the planned outgoing posts for your business or brand. Continuing with posting shows you are ignoring it and continuing as if nothing is happening that needs addressing. However, once you handle it, feel free to follow regular communications.
5. Sort the issue offline
There are many ways to sort out an issue. But it is best if you find a way to take the problem offline. Handling the conversations and questions offline is a wise thing to do. You protect the brand and understand the customer better. So, give them an option to contact you besides social networks. Provide a phone number, email address, and other alternatives for people to contact you.
6. Keep everyone updated
Be sure to inform the public of the situation. It is vital because people follow up when there is an issue and not during minor problems. Do not go silent. Silence will make it worse. Share a simple message on the problem, and it helps more than you think. Communicate on a landing page for these issues or other social updates. More importantly, do not hide or delete negative comments. It will anger the source of the problem. Plus, do not argue with people. Remember, this is not your private account but your business.
To conclude, it can be overwhelming to handle a crisis. But, what matters is your reaction to it that matters. Communicate and get the good out of the situation. Handle it wisely, and the above tips will come in handy to help you start and see the end of the crisis. Plus, there is a plan for every issue, and with the above basics, you have a start to handle a business crisis on social media.