Presented on June 29, 2014 for Social Media Day Miami 2014 at the Arscht Center for Performing Arts. I presented five steps for dealing with unhappy people and trolls in your social media feed and how to turn haters into ambassadors.

2. HERE’S A GUARANTEE …
•SOMEONE, SOMEWHERE WILL GET MAD ABOUT YOU OR YOUR BUSINESS.
•THEY WILL TURN TO SOCIAL MEDIA TO VENT ABOUT IT.
•IF YOU DON’T RESPOND, THEY WILL BECOME REALLY MAD AND CREATE A BLOG
DEDICATED TO HOW MUCH YOU SUCK.
#SMDAYMIA JUNE 29, 2014

3. THIS…
#SMDAYMIA JUNE 29, 2014

4. TURNS
INTO
THIS
http://staciehuckeba.wordpress.com/ #SMDAYMIA

5. • BRANDS ARE LEAVING
PEOPLE FRUSTRATED
• 59% OF COMPANIES
MONITOR FOR MENTIONS
IN 2014; DOWN FROM 70%
IN 2010
#SMDAYMIA JUNE 29, 2014

6. STEP ONE: PLAN
•GET POSITIVE STORIES OUT THERE ON A REGULAR BASIS
• ENCOURAGE YOUR HAPPY CUSTOMERS TO LEAVE REVIEWS ONLINE
•HAVE SPECIFIC STEPS FOR HOW YOU WILL MAKE THINGS RIGHT
• REFUND? COUPON? LIFETIME SUPPLY OF TACOS?
• CUSTOMER SERVICE EMAIL (WITH A REAL PERSON BEHIND IT) OR PHONE NUMBER
• SET THE EXPECTATION INTERNALLY – 4 HOURS OR 24 HOURS TO RESOLVE IT?
• EMPOWER YOUR STAFF TO MAKE THE DECISION & MAKE IT EASY
#SMDAYMIA JUNE 29, 2014

7. STEP TWO: MONITOR
• USE HOOTSUITE, NUTSHELL MAIL, TWEETDECK ,
FACEBOOK NOTIFICATIONS OR TWITTER SEARCH
• HAVE MORE THAN ONE SO YOU DON’T MISS A BEAT
• IF YOU DON’T, SOMEONE ELSE WILL… MAYBE EVEN
YOUR COMPETITION
#SMDAYMIA JUNE 29, 2014

8. STEP THREE: ACKNOWLEDGE
•BE TRANSPARENT &
POSITIVE
#SMDAYMIA JUNE 29, 2014

9. … AND DO IT QUICKLY!
24 hours later….
#SMDAYMIA

10. #SMDAYMIA
NEVER DEFEND OR LASH OUT IN ANGER
JUNE 29, 2014

11. Please Do Not Feed the Trolls. It is unkind and unnecessary.

12. STEP FOUR: OFFER TO RESOLVE IT
• DO IT IN PUBLIC ON THE CHANNEL IT APPEARED
• ASK THE PERSON TO:
• SEND A DM
• CALL A SPECIFIC PHONE NUMBER
• SEND AN EMAIL
• IF YOU KNOW THE CUSTOMER, CONTACT THEM
DIRECTLY
#SMDAYMIA JUNE 29, 2014

13. DELIVER ON THE PROMISE
If your handle says
“cares”, then show
you care & stop
selling to me.
#SMDAYMIA JUNE 29, 2014

14. STEP FIVE: LEARN FROM IT
• ALWAYS LOOK TO IMPROVE CUSTOMER SERVICE
• WAS IT AVOIDABLE?
• IS THERE A MISSED OPPORTUNITY?
#SMDAYMIA JUNE 29, 2014

15. A BLUE STORY
#SMDAYMIA JUNE 29, 2014
VS.

16. HOW IT COULD HAVE TURNED OUT…
• MORE REFERRALS
• MORE BUSINESS
• MORE TRUST
• BRAND AMBASSADOR
#SMDAYMIA JUNE 29, 2014

17. JUST BE AWESOME
• PLAN
• MONITOR
• ACKNOWLEDGE
• RESOLVE IT
• LEARN
#SMDAYMIA JUNE 29, 2014

18. ROSIE TAYLOR
•@ROSIEMEDIA
•FACEBOOK.COM/ROSIEMEDIA
•LINKEDIN.COM/IN/ROSIEMEDIA
•WWW.ROSIEMEDIA.COM/BOOKOFFER
#SMDAYMIA