36. @simonheseltine @AptsForRent@SimonHeseltine@SimonHeseltine
A screenshot of her post,
which has been retweeted
more than 23,000 times and
liked more than 101,000
times, was
accompanied by the caption:
“F*** off this is anybody’s
normal morning. Instagram
is a ridiculous lie factory
made to make us all feel
inadequate.”
Blogger Scarlett London
(Scarlett Dixon) claims
to have received death
threats after her post
went viral. - Sept 2018
50. @simonheseltine @AptsForRent@SimonHeseltine@SimonHeseltine
"Guests agree that if guests find any problems with our accommodations, and fail to
provide us the opportunity to address those problems while the guest is with us, and/or
refuses our exclusive remedy, but then disparages us in any public manner, we will be
entitled to charge their credit card an additional $350 damage," the policy read,
according to the lawsuit. "Should the guest refuse to retract any such public statements
legal action may be pursued.“
The lawsuit alleged Abbey Inn & Suites often did not have employees on site and
available to resolve consumer issues, and that a sign stated if a consumers called the
overnight phone number and there was not an emergency, the hotel would charge the
consumer $100.
61. @simonheseltine @AptsForRent@SimonHeseltine@SimonHeseltine
Prepare
Have social media policies in place
Ensure that everyone knows your brand voice
Take control of your SERPs
Have a disaster plan in place
Who responds, when, and how
Educate your team – Train, train, train
Have an active presence where your customers are &
engage them
Centrally manage social media passwords
71. @simonheseltine @AptsForRent@SimonHeseltine@SimonHeseltine
Respond
Respond as positively, honestly & transparently as you can
Be prepared for it to go public, especially law suits
http://jimromenesko.com/2014/08/13/nydn-memo-be-sure-to-start-your-robin-williams-stories-with-words-like-death-dead-suicide-etc/
73. @simonheseltine @AptsForRent@SimonHeseltine@SimonHeseltine
Respond
Respond as positively, honestly & transparently as you can
If you sue, be prepared for it to go public
Humor can be an effective tool used appropriately
Address the issue
Outline the resolution
Don’t fake it
Don’t get your employees to review your company /
competitors
Know when to walk away (trolls)
76. @simonheseltine @AptsForRent@SimonHeseltine@SimonHeseltine
Takeaways
Don’t do dumb stuff
Dumb stuff is going to happen anyway
Be ready for when someone at your company does dumb stuff
Be as proactive as possible, engage your customers
Don’t be defensive, be as honest as you can, in order to diffuse the situation
Take the original issue offline if you can, so you can get a 1:1 resolution