Rhea Asks...
WHAT’S THE BEST ADVICE FOR
HANDLING AWKWARD PEOPLE?
T
he chances are that whatever you do, whether you run a business, you have a blog/vlog or you simply enjoy sharing your world online, you’ll have encountered tricky people. It can be really difficult to remain professional, but in many cases, these negative people can be reasoned with. And in some cases, they can become your biggest advocates! Here are some tips on how to deal with tricky customers and tricky fans and followers… 1. Do they have a point? Yes - I know no one ever wants to be in the wrong, but before you feel personally attacked for no good reason, read what they’re saying and ask if they have a point. If they have had a parcel that has arrived three weeks late or looks like it’s been used as a football, they have every right to be upset. Now, I know it’s not your fault that the delivery company lost it for a fortnight, but to the customer, you’re their contact and the person they have the issue with. If it’s a fan or a follower, ask that question again. If, for example, you’re showing a video of yourself riding without a hat on and
someone says that you’re riding without a hat on and shouldn’t be promoting that kind of behaviour… do they have a point? 2. Keep your cool. Whether the person has a point or not, it’s important to remain professional and not see it as a personal attack…even if it feels like it. Acknowledging why people feel like they do can help to disarm quite quickly and helps people to feel understood and listened to, which can be very helpful when you want to go on and explain the next steps or the reasons behind something. 3. Let them know you’ve got the message. If someone emails you or DMs you, even if you need more information to send them a comprehensive response, it’s worth letting them know you have received their message. If you can offer a realistic timescale for when you’ll be able to get back to them, all the better. This step could also help to reduce the chances of them taking to social media before the issue has been addressed properly. 4. Try and take it away from public viewing. If someone has decided to voice their issues through social media, it’s always a good idea
to invite them to direct message or email you instead, because a public debate is pretty rubbish for all concerned. If they’re a customer, you could well need information like an order number or an address that shouldn’t be shared all over the internet, but equally if someone has an issue with something else, showing that you’ve seen them and are willing to listen can help too. 5. Don’t tolerate trolling. There’s a huge difference between someone who’s upset being challenging and someone with the sole objective of making your life miserable online. If you get trolled you have the power to block, hide or mute on social media. 6. Keep people informed. Things do go wrong, for everyone, but the biggest issues I see are when something has gone wrong and the person with the issue is left in the dark. It might be that the person is desperately trying to find the answer and get a resolution, but the other party has no idea. Communication wins. www.rheafreemanpr.co.uk
I’M RHEA FREEMAN. I’M A PR, MARKETING AND SOCIAL MEDIA CONSULTANT AND COACH WITH A SPECIALISM IN EQUESTRIAN AND RURAL BUSINESS. I WORK WITH A NUMBER OF THE BEST BRANDS IN THE INDUSTRY AND MANY THAT YOU’LL SEE IN THESE PAGES...
Twitter (@rheafreeman) Instagram (@rheafreemanpr) Facebook (/RheaFreemanPR)
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