Troll Management Tactics for Smart Business Owners

in Kerfuffles/Social Media/Tech by

Troll Hangouts-Where they Lurk and How to Recognize Damage

 

Facebook–  Trolls love the comment section of the home newsfeed. Do not be surprised if they show up on your Facebook business page. How many stars does your Facebook business page have?  Do you know how to take this rating down if it reflects poorly on your business?  Are you up to date on “Like-gate” and Click Bait?  These actions can land you in “Facebook Jail” .

 

Yelp– Consumers are now reviewing more than food.  Most businesses are fair game.   Create a profile, and search to make sure there are no negative reviews attached to you.  

 

“Getting a bad review can feel like someone flippantly doused you with gasoline and anonymously lit a match. “ – Wade Lombard, Member of Yelp’s Small Business Advisory Council; Yelp in Your Words: Negative Review? Stop, Drop and Roll Take Lombard’s advice and take a knee before tackling a poor review.

 

The Comments Section of Glossy Media Content-    Controversy breeds internet trolls.  Do not be “trolled by association” because you like, share or promote an otherwise troll like comment.  Remember more and more of a user’s interactions on a social media platform is fast becoming currency for platform engagement.  

 

Twitter–  Just ask Big brands like Pace Picante and celebrities like Bill Cosby how fast tweets can spin out of control.   Twitter should never be on autopilot.  Trolls LOVE autoresponders.  Remember every follower is not always a fan.

 

YouTube–  Flagged content can take down your channel.   Channels large and small on YouTube have been struggling with stricter guidelines imposed by the powers that be. Channels can earn“strikes”  for ill ran contests, product mentions, tagging, and share incorrectly.  Trolls love to flag content! These strikes can result in temporary suspensions or even channel banning.  

 

How to Avoid and Handle Troll Problems

 

  1. Think Before Posting.–  Does this post offer value to my audience?  Does this post put my business in a positive light?

If your post is in the gray area, consider if it is valuable to your personal message, or if it is “troll bait.”

 

  1. Know What is Out There–  Google your name and business often.  Remember, even if you hate being “on the line” your past and future clients are Googling before they commit to or refer services.  

 

  1. Respond With Caution–  Does your office have a social media policy?   A social media policy can be your guide on how to handle trolls.  If you are attempting to handle serious issues on your own, remember that Trolls thrive on engagement and combat. A polite general response, or removing the comment ( If you are able) is usually the safest route.      If you have negative reviews, do not despair.   You will have positive reviews again.   Work your SOI ( Sphere of Influence) and shake loose new and positive reviews from satisfied clients.   Create balance.

One last thought on Trolls…

 

Aim to know the difference between a troll and a consumer offering constructive criticism. Constructive criticism can help improve your business. Learn from other’s mistakes.  It is never too late to get started and take control of online profiles.  It is never too late to learn something new.  Remember to take advantage of the wealth of free literature, webinars, and mentoring programs available online about these topics.   Or more simply put gang, “Knowing is half the battle.”

Do not let a troll wreck your bridge.  Make a commitment to increase awareness, create and create a contingency plan.

Have you had a scary troll encounter?   How did you resolve it?    Share below! 

Business Development Specialist. Writer. Passionate about helping small business owners learn to love marketing and embrace stellar customer service practices.

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