Email Marketing Quick Tips: How To Keep Your Cool on Social Media


O: Hey guys, welcome back to another episode
of Quick Tips. I’m Olivia and today I’m joined by Ashley, who’s an expert in this
week’s topic. A: Today, we’re going to talk about something
that’s gotten a few companies into a little bit of hot water. O: It’s an issue that no one had to deal
with 10 years ago, but is fast becoming an essential part of any small business. We’re
talking social media and what to do if you’ve found yourself in a sticky situation online. A: Have you ever gotten a mean comment or
negative feedback? Here’s what to do make sure you and your business stay cool, calm,
and collected on social media. O: Our first tip? Slooowww down. A: You’re proud of your business and you
try your best to keep your customers happy. So when you see someone say something less-than-kind
about your product or service, your first instinct may be to fire back. O: Instead, take a minute and take a breather
because you don’t want to respond with emotion and make the problem even worse. A: So, once you’ve taken a few minutes to
cool down, take some time to assess the situation and ask yourself a few questions about whether
or not this post is worth replying to. O: Does the tweet or comment have any inaccurate
information? Is it a customer frustrated over a legitimate concern, like slow shipping times
or an out of stock item? Or does this post seem to be negative just for the sake of it? A: I know there are a *lot* of trolls out
there. O: If that’s the case, your best bet may
be to say nothing. You definitely don’t want to start an argument with a customer
via social media. A: On the other hand, you don’t want to
ignore any of your customers if they’re experiencing a real issue. O: Tip #2: Respond in a timely and professional
manner A: Your customers want to know that real people
are seeing and addressing their complaints, so make sure your response is genuine and
specific to the problem they’re facing. O: Addressing the person by name and being
empathetic is a great way to do this. If there’s an issue you need to look into before you
can assist, inform them that you’re looking into the problem. A: And once the issue has been resolved, be
sure to follow up. O: And our last tip? Be proactive when necessary. A: If you have multiple people posting their
thoughts about the same situation, you may want to address the issue in a more general
post to all of your followers in addition to responding directly to each complaint. O: For example, if you’re website is down
and multiple people are airing their complaints on Twitter, don’t panic. A: Acknowledge the issue and be transparent
about the status of the problem. If you know your website will be up in a few hours, say
so. O: But only be specific if you can back it
up. Don’t be so eager to please that you give false hope to customers. Promising things
you can’t deliver will only backfire. A: The bottom line is to think before you
type. Your goal is to keep your audience happy, so respond in a way that does just that! O: And that wraps up today’s episode of
Quick Tips! To make sure you never miss an episode, please subscribe to our YouTube channel
for more digital marketing tips and success stories. A: And if you have any questions, drop us
a comment and we’ll get back to you as soon as we can. Thanks for joining us and we’ll
see you next time on AWeber Quick Tips!


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