When it comes to trolls on social media, there are a number of different ways you can think about them and deal with them.
Firstly, it’s important to know that if you’re going to put yourself or your business out there in any way online, it’s likely that you’re going to experience a troll at some point.
6PR NEWS RADIO IN PERTH CALLED ME TO DISCUSS WHAT YOU SHOULD DO IF YOU ENCOUNTER TROLLS ON SOCIAL MEDIA FOR YOUR BUSINESS OR BRAND.
As for the definition of “troll” – it’s important not to fear that every negative comment is going to be a bad thing for your brand or your reputation.
There are trolls who are out there to just ‘troll the internet’ to get an emotional response, often criticising or being rude or mean on purpose…
And there are unhappy or hurt people such as customers or even ex employees who may not have had the experience they hoped for, and because of this, they get defensive and upset and try to bring your business down to make you seem wrong so that they can seem right.
As a business owner who is trying to build a brand and a business and help people via your products and services, it can really really hurt when you experience people who are not a fan of you and what you are doing…
BUT, it doesn’t always have to mean that it’s a bad thing.
It’s important to know that trolls are still people.
Usually, they are people who are feeling lonely, upset, sad, hurt or angry with something else in their life.
They are seeking a feeling of significance, importance and connection, and they get that in ways that are not positive, by trying to put others down.
The best way to use troll-like comments for the good of your business is to have a plan for what you’re going to do if you experience this.
The very best thing you can do is to not react or respond right away while your emotions are high, wait until you have calmed down if the comment has made you upset before you respond.
If you respond from a place of love and care, or even complementing them if they are just trying to get a rise out of you, you will be able to defuse the negativity.
If it’s an unhappy customer or team member that is leaving unhappy posts on your social media accounts, respond professionally and with kindness and try to take the conversation to somewhere more private, either via private message, email or phone call to resolve the conflict.
If you have an audience on social media or clients who love you, you will find that be sharing the situation with them vulnerably can actually be good for your reputation as they will come to your defence on your behalf and you may not even have to say anything at all.
The bigger your brand or business gets, and the more you stand out, the more trolls and hate you may start to attract, so in a way, this is a sense that your business is growing and your brand is reaching more and more people.
As long as the majority of your comments, reviews and feedback is positive, the few negative ones (responded to professionally by you) will prove to your potential new customers that you are a really caring business.
If you look at every negative comment as an opportunity to strengthen your brand, and you have a plan for what you’re going to do about it if it happens (or the next time it does), it can remove the fear you might have of really going for it and putting yourself out there.
Don’t let a fear of trolls or haters or what other people think stop you from making the impact you want to make and the growth you are capable of!!