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December 5, 2018

Negative Comments – How to Deal with Them

“Haters gonna hate…”

If your business has never had a negative comment online then in our opinion there are only 2 possible reasons. You’re very, very, very lucky OR you’re not putting yourself out there enough online. Unfortunately these days, there are a lot of internet trolls and a lot of entitled people who believe they’re owed the world. This leads to most businesses un-fairly getting negative reviews and comments from people. Some from genuine customers, some that have never even heard about their business until they came to publicly write something negative about them.

As a side note, we got a 4-star review on Facebook last year from someone who’s never spoken to us or used our services. They didn’t leave a comment, just a 4-star review. Why not 5!? Haha!

If you’re doing ads right, you’re ‘gonna’ get some hate!

On the surface of your social media pages, everything should usually look fine and you won’t have much to deal with in the way of negative comments because your fans and followers are your fans and followers for a reason! Plus you’ve probably already banned anyone who’s made a negative comment about you. However, when it comes to your ads you’re hopefully going to be reaching a massive amount of people, which will lead to some negative comments.

Here’s what to do:

The below advice is based on the assumption that the negative comment is genuine and not just someone trolling you. If someone has made a negative comment because they had a bad experience with your product or service then here’s what to do:

  1. Don’t delete the comment! As much as you’d love to just sweep it under the rug, you can’t. If they’re just disagreeing with a viewpoint you expressed in your post then leave it. If you don’t want to get into a debate there’s no need to respond. Deleting their comment or banning them may just anger them, and they could come back with a vengeance. If you really, really don’t want people seeing their comment then if it’s on Facebook, you can use the hide comment option. Hide comment means that the commenter and their friends can still see the comment. But anyone not connected with the commenter won’t see the comment.
  2. If you want to respond, then do so professionally. If they simply have a different viewpoint to yours then feel free to get into a debate. But keep it friendly and don’t let emotions dictate what you say. If their comment is a complaint then you need to sit down and think about your response. Is there a way to publicly turn their negative experience into a positive one so that everyone else can see how good your customer service is? Is their criticism completely fair to the point that you should admit your fault and promise to do better?
  3. If you really feel like you can’t come up with a response that will help the situation then it’s time to ignore it and move on. Make sure you reply to all the reasonable comments and ignore anything that’s unreasonable so that you’re not fueling the trolls.

Tip:

If you’ve built up a great community of happy customers then the best possible outcome is others dealing with this for you. We have seen a few instances where people have made complaints on our client’s ads and others have jumped in to say how they completely disagree and that the seller has been great and they love their products. We get to just sit back and watch happy customers fight our client’s corner!

April 4, 2017

Stop Trying to Sell the Un-Sellable

Gary V Speaks Again!

Scrolling through our Facebook newsfeed this morning we came across a great post by the one and only Gary Vaynerchuk that really resonated with us.

“I spend no time trying to convince those that don’t want to be convinced … Time is our #1 asset .. stop wasting it !!”

This couldn’t be more true for us as a business, and it should be a theme in your online marketing efforts.

SMR Social

To use ourselves as an example, can you imagine if we walked into a cafe and asked to speak to the manager. The manager comes over and we say something like “Hey we think we could really help you to build your social media presence and get more customers through the door.” There are 2 ways this could pan out.

  1. They already know they should be using social media more so they’re slightly interested and willing to have a chat
  2. They think social media is a waste of time and if they do actually have a chat it’s only to be polite!

I’m sure you can imagine why we know how the scenario pans out, and it’s why we re-defined our whole approach to marketing ourselves. It’s worked, and you should be doing it too!

What you should be doing instead!

For us, our job isn’t to convince businesses that social media is the best way for them to market what they have. Our job is to convince them that we can help them when they realise how important social media is. So instead of reaching out to businesses to find out where they’re at, we publicly display that we know what we’re talking about when it comes to social media, and that we’re actively helping other businesses like them to achieve the results they want. Aiming to write a blog every morning has increased our enquiries by 20%, which is because we target business owners to our website. We don’t know if they’re sold on social media yet or not, but the ones that are may find use in some of our posts and it can help them to have a bit more success with what they’re trying. If that doesn’t convince someone that we know what we’re doing then nothing will!

How you should be using this approach:

You have to think how this could work in terms of your business. What sort of traffic could you target to your website that could be potential customers? Once you’ve got them to your website, what sort of content will convince them that they want to become your customer instead of anyone else’s? When it comes to cold traffic, you shouldn’t always be selling to them. You should be offering them something of value so that they learn who you are. If it means writing a blog in the morning before you do any other work, then do it. That’s what we’re doing right now!

February 21, 2017

Branding On Social Media

Should I brand all of my images?

You can save yourself a lot of time with branding on social media by focussing on branding your pages, rather than your posts. There are only certain circumstances where we believe it to be necessary for a brand to add their logo etc to every image they post on Social Media.

Branding your pages

If you think about the way most of the social media networks are set up, you tend to have a profile picture and a cover/header image. This is where you need to have branded images. It’s common to use your logo as the profile picture, which is perfect unless you have a specific reason to use another image. Then on the cover photo most businesses will have an appealing image with some branding or company information on. Such as opening times, a company slogan or even the website address. When people look at your social media pages these are the first things they see, so your branding is in their head straight away and they get a feel for your company’s personality (if your branding is done properly!). Following this, most people will scroll down to look at your content. Because they’ve already seen your branded header and profile picture it’s not necessary for all your content to have your logos in.

What about when they see an ad?

It’s a common question we get after explaining the above. But have you ever thought about how an ad is displayed on most social media networks?

Notice how in the above example of an advert in Facebook, our profile picture is displayed as well as our business name. You don’t need to add your logo again to the image because it’s already there. We added SMR Social to the headline of the ad to let people know that clicking the link will take them to our blog. This wasn’t a branding decision, it was an informative one.

Sharing

This also happens when a person shares your post to their profile. It shows your profile picture and your business name, meaning it’s not important that your logo is on the images or videos etc. If someone who sees a share is interested enough, it’s very easy for them to click through and look at your pages/website. They don’t need to be reminded with more branding that isn’t even clickable.

Copycats

The only concern we have when it comes to branding images is that if you don’t do it, others can easily steal your images and use them for themselves. However here at SMR Social we are actually quite relaxed about copycats. If someone is stealing our ideas, we must be doing something right! Although it’s wrong and we don’t agree with it, people and businesses that have to copy their content from others aren’t sustainable.

 

January 17, 2017

Our Perfect Client

Why would you want to know?

On one of our daily walks this week the SMR Social team were discussing some of the current projects we’re working on and how one of our current clients happens to be the ideal client for us. There are two reasons you might want to know this.

  1. Would SMR Social enjoy managing my social media campaigns for me?
  2. Do I have the right idea about Social Media to understand what SMR Social can do?

What makes the perfect client for us?

We’re a small team here at SMR Social, so we make the most of the skills each of us have and try to get the most out of them. We see there being 2 sides to a social media campaign. Branding/Audience Connection, and Selling. If you’re a long-term business and want to utilise Social Media to sell, then you need to create a good brand presence and CONNECT with your target audience. It’s no good just showing ads of your products to your target audience if they don’t know who you are yet, because they’d much rather buy from someone they trust like…Amazon. When we come across a business that understands this concept, we jump for joy! One of our team members, Abby, is incredible at understanding a target audience and finding content that they will absolutely love. She always manages to post content that gets the perfect mix between Likes, Comments, Shares and LINK CLICKS. If people are genuinely interested in reading more, they click.

Behind the scenes however, Stephen is always working away trying to find the buyers within the target audience as well as branching out into new audiences with potential buyers.

The combination of these strategies works incredibly.

Give us an example…

Ok go on then, here’s an example of a client that we are using social media to build presence and SELL to their audience: https://www.facebook.com/PewterhooterLondon/

Pewterhooter understand that without us posting regular content that their audience LOVES, we wouldn’t be able to sell to them as efficiently as we are doing.

I get it, so what now?

If you understand the importance of branding and CONNECTING when it comes to social media, then we’d love to hear from you to see if we think we could help you. Use the contact page to get in touch.