Marketwired Blog

How to Avoid a Social Media Meltdown



You’re a small business owner and, for one reason or another, you’re under attack on social media.

What do you do?

There are many ways to handle a crisis. This includes doing nothing, although it’s not one hat comes highly recommended given it allows your critics to flail away unopposed.

After a recent episode of Kitchen Nightmare, Amy’s Baking Company Bakery Boutique & Bistro came under a lot of fire for just about anything you can imagine.

They’re not the only restaurant owners to be dumped on by Chef Gordon Ramsay but it’s how they handled his criticism that needs to be examined.

In the after-math, the biggest lessons from situations like the one faced by Amy’s Baking Co. is be cool, calm and collected.

Unfortunately, Amy Baking Co.’s owners, Samy and Amy Bouzaglo, did what any business should avoid.

They became defensive, nonsensical, combative and allowed no room for the negative conversation about them to end gracefully.

Getting defensive during personal attacks tends to be the quickest way to lose control and sympathy in the online world.

Most people aren’t natural digital marketers or they don’t have the right approach for crisis management when it comes to social media.

It’s important to remember if you are under attack, the nature of social media is it tends to pass if you stay the course and have a strategy.

It is important to learn from this social media nightmare, and remember the more you go after someone who is attacking your business in social media, the worse the situation can become.

Focus on your advocates and if there is a small number of detractors, feel free to connect with them on a more honest level – put your products and services in their hands.


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