Social media can be a great tool for any business—but mistakes on social media can mean bad news for a brand’s reputation. Creating a posting guide and schedule can help keep your brand on track, but what happens when you make a misstep on Facebook, Twitter, Instagram, or another platform?
Acknowledge your mistake.
After posting something inappropriate or making another social media misstep, your first instinct might be to simply delete the offending post and try to forget it ever happened. Even if you spot the problem quickly, there is a good chance that some of your fans and followers saw it first. Instead of pretending it didn’t happen, you should create another post that acknowledges your mistake. Potential customers want to know that you’re aware of the issue and why it was wrong.
It’s not enough to just acknowledge your mistake—you must also apologize for it. Briefly describe why your social media misstep was wrong and apologize for allowing the post to go through, even if it was a complete accident. When fans and followers see that you understand why your post was offensive and receive a sincere apology, they are more likely to forgive you and continue to trust your brand.
Respond to all feedback.
Social media makes it easier than ever for customers to give their feedback, both positive and negative. If your fans or followers leave comments regarding your social media faux pas, you shouldn’t ignore them. Respond to all feedback as quickly and politely as possible, so that everyone knows their voice has been heard and your brand really cares about customers.
Avoid mistakes in the future.
This is a good time for a social media marketing meeting with anyone who has access to your business’ accounts. Make sure everyone is on the same page regarding what type of content is okay to post, how often to post, and how to respond to comments. Always research hashtags before including them in posts, make sure your passwords are strong, and come up with an editing process that works for the platforms you use.
If you’re looking for help handling your small business’ social media marketing strategy, contact Pennington Creative. We can create custom content as well as engaging social media posts to help you build a better online following. Visit our website to learn more about our digital marketing services and schedule a discovery call!