10 Things being a Mommy taught me about handling social tantrums: Lesson Two

We’re on day two of our  ten day exploration of how to deal with complaining, whining, and tantrums online. Building a brand on the social web is a lot like raising a child; and as a Mommy of two boys, I know a thing or two about dealing with tantrums. If we handle our clients with as much love, understanding, and discipline as we handle our children, I bet we’d all have a better experience “raising a brand” using social media. Come back every day this week for another tip or this “Mommy” might send you to bed without your supper!

Confront the problem as soon as it starts.

The longer you ignore it the bigger it will be.

If you’ve got kids you know what I’m talking about. A little tug on my  shirt sleeve, “Mommy I’m hungry,” that you brush aside because you’re busy trying to take out the trash, talk to a client, make dinner, and put on your mascara all at once, turns into a full blown-throwing himself on the floor, pounding the ground, screaming “I WANT A COOKIE” twenty minutes later. If I’d just stopped with the first tug and addressed his need we wouldn’t be threatening to take away all his toys to get him to stop now (which never works). The faster we deal with any issue the less of an issue it is.

We can apply this strategy by regularly monitoring our online presence and following up immediately when someone expresses an issue, has a question, or complains. This is perhaps the most important step for building credibility online. Respond quickly and professionally to every request; and make no mistake, a complaint is a request too. It is a request to be heard by someone we believed has wronged us.  Ignoring a fan, customer, or prospect who wants attention is going to get you the same thing as ignoring your child when they want it: a tantrum. If you don’t think so, google “United breaks guitars.” Two years of news coverage, over 10 million hits, and millions of dollars in PR problems that a little responsiveness could have prevented.  You’ve got 24 hours maximum to respond to someone in the social arena, and if you can do it within four you’re better off and will be a superstar of service. Put a plan together now on how to be responsive to the needs of your community.

Renia Carsillo is the founder of C2B Development where she helps people make more money in less time by learning how to take referral marketing strategies online. She is the author of One Man, One Show: 21 Weeks to Profitable Self-Employment, a mom, a recovering-know-it-all, and a football fanatic.