Comments for Kyle Lacy - Social Media Training and Digital Marketing

Comment on 5 Tips to Dealing with Negative Facebook Comments by iphone blackjack

iphone blackjack — Wed, 22 Feb 2012 11:26:15 +0000

Great compilation. Thanks for inspiring. Keep it going

Comment on 5 Tips to Dealing with Negative Facebook Comments by ipad bingo

ipad bingo — Wed, 22 Feb 2012 08:12:16 +0000

Great compilation. Thanks for inspiring. Keep it going

Comment on Should You Delete Negative Comments? by Beth Sheresh

Beth Sheresh — Wed, 22 Feb 2012 03:28:15 +0000

Little makes me lose respect for a person/business faster than deleting comments. I've been writing professionally for decades now and I really value any feedback my potential audience is willing to provide. They are motivated enough to talk to me, the least I can do is listen….and learn what I can.

My first personal email from a reader started, "You're just like Stalin!" because I had "disappeared" (meaning not covered) a product that was released after we went to press. Ignoring his approach, I dropped him email and teased out what was special about this thing he liked. When it came time to write a second edition, his suggestions were integrated, improving the overall quality of the book. Had I ignored him because I didn't like his approach, MY product would have suffered.

PS – Fair Oak Farms is on my boycott list.

Comment on Should You Delete Negative Comments? by Brittany Rubinstein

Brittany Rubinstein — Tue, 21 Feb 2012 00:17:04 +0000

No you shouldn't. The biggest reason being, as the post states, people will notice. It makes you look unable to handle criticism. Negative comments can actually benefit you by giving you an opportunity to have a discussion. Maybe you can defend your brand or at least be open to suggestions on improvement. The only reason to delete comments would be if they are inappropriate or profane.

Comment on Should You Delete Negative Comments? by Drew Larison

Drew Larison — Mon, 20 Feb 2012 21:00:55 +0000

The only way I think it is acceptable to delete tweets would be if there has been a 1-1 conversation between the brand the user discussing the issue and the user has agreed to delete it.

Comment on Should You Delete Negative Comments? by Randy Clark

Randy Clark — Mon, 20 Feb 2012 13:24:42 +0000

Great post. Last year I advised a friend on handling a series of negative face book business page comments (B2C – all from one person who had acquired their product second hand). Not understanding the potential negative impact, the Exec staff wanted to delete the comments. We outlined the possible repercussions and a plan of action, which when implemented did lead to a positive outcome. I believe the most important lesson is – Don't wait until it happens have a plan in place before it does.

Comment on Should You Delete Negative Comments? by robbyslaughter

robbyslaughter — Mon, 20 Feb 2012 13:17:05 +0000

As a rule of thumb, you should never delete comments.

Obviously, this stinks, because you end up hosting negative opinions about your brand. If people want to be mean, it's tempting to insist that they do it on their own websites and not yours.

One excellent technique is to minimize the appearance of comments. Most blogs place comments at the end. The Indianapolis Star puts the on a second page. This reminds readers that the comments are separate from your content, and that you do not attempt to police them.

In general, you can't control what people say—you can just create the space where the conversation happens.

Comment on 5 Tips to Dealing with Negative Facebook Comments by Gini Dietrich

Gini Dietrich — Mon, 20 Feb 2012 13:15:29 +0000

There is so much deleting of negative comments going on right now. It's making me nuts. Companies are treating social media like traditional advertising. It'll take a long time before they really realize they're damage they're doing by sticking their heads in the sand. In fact, Carnival Cruise Lines is seeing a drop in bookings, not just for them, but for the entire industry.

I love what Laurel has to say – great, great tips here!

Comment on There Are No Shortcuts to a Good Reputation by tiffanyannbrown

tiffanyannbrown — Sun, 19 Feb 2012 23:04:34 +0000

I loved this article so much I recently referenced it in one of my blog posts. These days, everyone is looking for a shortcut to "buy" reputation or for an affiliation that will provide them with a certain measure of credibility ... but at the end of the day if you can't put your money where your mouth is then you have nothing ... especially with social media transparency. There was another recent article I read that touches on the idea that a salesperson without core competencies is now rendered essentially useless: http://thesalesblog.com/2012/02/the-new-consultat... You might enjoy it!

Comment on 5 Problems Generated By Customer’s Social Media Complaints and the Solutions by Edward Harkins

Edward Harkins — Sun, 19 Feb 2012 11:48:58 +0000

Kyle, again your plain common-sense advice and tips highlight the need for companies and organisations to beware of social media etc. distracting them from always adhering to the tried and tested truths in business and engaging with the public.

If an organisation has failed to provide ‘Formal Customer Service Training’, that is a damning indictment of that organisation – not on social media grounds, but on the grounds of basic professional standards and metrics that companies and organisations ought always observe.
You're seeking to be constructive, and your stressing the core importance of training and customer communication is truly constructive.