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Dealing with negative comments or bots is sadly something every business needs to prepare to handle. It's not a fun situation or topic, but it's always best to be prepared.
Hello, Summerville! How is our favorite city? We hope you're staying safe and making the best out of your week! This week's blog is going to touch on an uncomfortable topic that sadly every business that has an online presence needs to prepare for. When a company creates its online presence, its goal is to create a positive community to share their products, services, knowledge about their industry, to connect with their customers and future customers, and connect with anyone who happens to discover their brand. With the freedom that the internet allows and the ability to hide behind a keyboard, this positive community isn't always positive or well-received. People will have their opinions and the internet allows them to share them in an instant, regardless if they're good or bad.
In a world dominated by Google reviews, Yelp reviews, comments, and opinions, staying on top of these interactions is incredibly important. It's not a pleasant part of owning a business today, but it is a reality. Hopefully, this isn't something that you'll have to deal with often but just in case, it's always best to stay prepared. Social media and the internet has its own culture, its way of interacting, and its way of how best to communicate. It is a different animal compared to dealing with an upset or disgruntled client in real life, which is why many of the normal practices of dealing with these situations might not work. In this two-part blog, we are going to give you a few tips and suggestions on how to deal with handling negative comments, and how to move on from them.
Many trolls, scammers, and bots are trying to get an emotional response from you so they have the upper hand in making you and your company look bad. Don't allow them to do this. First, make sure to document these posts or comments. Take a screenshot on your phone or computer just in case. Deleting the comment won't be in your best favor. It could anger the person who commented in the first place, and it could also bring your integrity into question by the commenter and anyone who saw the post before the comment was removed, according to Penn State's College of Agricultural Sciences. The only time you should remove a negative comment is if it has nothing to do with your company or if they are inappropriate. Remove these comments and block the user who is abusing and attacking your social media platforms. This is an example of people being mean to be mean.
Make sure to discuss your response with your fellow employees, if a response is necessary, and make sure to do it quickly. Anyone can see these comments, and news travels fast on social media. Make sure to get a handle on it before it handles you. With this being said, the continued conversation doesn't have to be in the public eye. Make sure to respond to every comment, but invite the disgruntled party to connect with you outside of social media. Invite them to email you or to directly message you to fix the issue at hand. Make it known to your customers where they can turn to if they do have issues and who they can speak to. This can channel these issues into a safe space instead of all over the internet.
The internet can be an easy escape and a wonderful addition to running your company. It can also be a harmful place for quick and ugly comments and opinions to spew. We do believe that inherently, people are trying to be good. Sometimes, a bad experience makes us angry for a split second, but that doesn't mean that we are bad people. The internet opened up a world of wonderful and it also opened up the possibility for a lot of ugliness. Learning how to deal with it professionally and quickly is a skill that you will acquire when owning a business. In our next blog, we will be continuing this topic and giving you more ideas on how to handle these situations. Until next time, stay safe and sound Summerville!
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Get to know the hilarious, hard-working, and creative individuals that make up the Creative Consulting family one blog at a time.
Hello, Summerville! Welcome back to another fun and exciting spotlight on another member of the Creative Consulting team! We are still enjoying these cooler temperatures - it seems like the heat just broke overnight. We know this might be a sad change for many of you who enjoy those hot and humid temperatures, but we are so excited for fall to settle in. I have noticed that it's starting to get a little darker a little sooner every night, and THAT is what I am the saddest about when it comes to letting go of summer. This has been an interesting year for all small businesses in Summerville, but we are so thankful for the continued support and love from all of our clients, friends, and followers. The Creative team is growing and expanding, and we are excited to introduce you to more team members.
Until then, we wanted to introduce you to our newest team member! This bright young lady was hired to work with us just as the pandemic hit, and we all met her for the first time during a zoom meeting, and have only recently met her in person. Even though it was a virtual introduction, she has felt like family since day one. I will never forget the first time she was apart of a team meeting because she brought a special guest with her. We all logged into the meeting, and a sweet black and white baby goat was sitting on her lap. If that doesn't wake you up on a Monday morning, I don't know what will! Dear Summerville, I would like to introduce to you Kelsay Pattillo! This bright Summerville native has been a wonderful addition to our Creative family, and I am very excited for you to get to know her!
Name: Kelsay Pattillo
How long have you been working at CC: Since March of this year.
How did you hear about the positions: I live in town and happened to be at Swank and saw the banner on the side of the building. I looked them up to see what they were about and if there were any open positions to apply for.
What do you do for CC: I am a social media manager and strategist. I research many different topics and curate content based on my findings and also touch on what is currently trending in each industry of my clients. I also manage their cross-platform social media channels by keeping everything up to date, replying to their clients through messages and comments, running ads each month, and more.
What is your favorite part about working for CC: My favorite part about working for Creative Consulting is the great work environment and communicating team. I love that we can all work together towards a common goal and all stay on the same page!
What have you learned since you worked at CC: I have learned that you can be creative in the workplace! Creative Consulting has allowed me to express my passion for marketing and add my creativity to it.
What is your favorite part of your workday at CC: My favorite part of my workday is working alongside my lovely co-workers!
Favorite memory at CC so far: My favorite memory here so far is the first time everyone was able to come back to the office from working remotely during the pandemic- I got to meet everyone and get to know them better! This was my first official day working in the office.
Favorite Summerville Small Business (besides CC): My favorite Summerville Small Business is Discover The Magic Vacations! It is a full white glove service travel agency, and their services are free! It is great to have a local travel agency that truly has its clients’ best interests at heart.
What is your education background: I am currently going into the very last semester of my college career and will be earning a Bachelor of Arts degree in Fashion Marketing & Merchandising Management.
What are your hobbies: I love to shop, hang out with my family and friends, and read. I also love researching and keeping up with trends within the fashion industry! Fashion is something that I am very passionate about.
What is your favorite book, color, song, movie: My favorite book is The Last Song, my favorite color is baby pink, my favorite song is Whatever It Takes by Imagine Dragons, and my favorite movie is currently the new remake of Valley Girl.
Interesting Facts: I love coffee, fashion, and Jesus.
Favorite Food: My favorite food is Mexican!
Favorite Restaurant in Charleston/Summerville: I would have to say Five Loaves Cafe and Margaritas for some good Mexican food!
Favorite things to do in Charleston/Summerville: I love to go to the Farmers Market when it is in season, go on golf cart rides through beautiful historic Summerville, and I absolutely love finding new and local coffee shops to try!
I have to admit, writing these blogs has been such a fun adventure for me. I spend my work hours researching and learning about companies and industry-related topics that I otherwise might not. I have learned so much in my time at Creative, and I have enjoyed learning more and more about my incredible coworkers. Each of them teaches me a little bit more about why I love this company, and why I love Summerville and its surrounding areas. I hope you've been enjoying these blogs as well - and I look forward to sharing more of these interviews with you! Until next time, stay safe, be well, and stay caffeinated!