In this social media-centric world we live in now, the likes of Facebook, Twitter and Instagram (to name a few) increasingly seem to be the platforms in which customers take to first to share any company mishaps with the world.
After all, they probably are more likely to get a quicker response here since their story has the potential to reach thousands, in some cases, millions of people and do damage in a matter of seconds.
Supermarkets are probably amongst the most scrutinised and talked about on social media – everyone remembers the Horse Meat Saga and Tesco’s back in 2013 – their stock comes from all over the world and it can therefore be really hard to manage the quality of every single item on the shelf.
This certainly is the case of Sainsbury’s recently…
Sainsbury’s Facebook page has a MASSIVE 1.3 million likes – a LOT of followers especially for a supermarket!
And, in the last few weeks, their Facebook page has seen a barrage of shoppers complain and share their horror stories.
From empty sandwiches and mouldy bread, worms in fruit, spider nest infested bananas to grumpy and unhelpful delivery drivers… the list was endless and more and more people jumped on the critical band wagon to express their thoughts. Don’t we all? From the comfort of our own armchair and home, we feel safe to say exactly what we feel from behind the Key board!
The sometimes, super amusing posts can be somewhat terrifying for a business and detrimental to their reputation.
Social media is powerful. Rarely do we see anyone posting good posts about Companies and their services, or supermarkets and their products, 90% of the time the posts that we see are complaints.
So my question to you is… What do you do to make sure that you prevent horror stories reaching the internet? And, are you equipped to respond appropriately when/ if they do?
Remember though, you shouldn’t just be responsive – be proactive and share the good stuff. Engaging with your clients and potential clients, friends and family should be fun and happy and positive – try to keep the negativity to a minimum.
A positive social media presence is key! Who else is active daily on their Social Media business pages? If you are, connect with us on
Facebook – @GreatElmBookkeepers
Twitter – @Easybookkeeping
LinkedIn – Frank Short
We’d love to connect and stay in touch!