Stuff happens. We can’t control it, and even when everything has been planned out, things will still go wrong at times. And we can use these situations to our advantage.
People will have negative things to say from time to time, whether it be because a student got a parking ticket, or a student wanted to give feedback about programs at the university, you will hear opinions. Turn these negative comments into positive ones by helping your audience members understand things and fix situations.
A student who feels they’re not represented well on campus provides the chance to set that student up with a meeting with the president to make sure he’s heard. By helping each individual person who tweets or posts, you are changing their relationship with the university, and once you do that, they’ll feel more connected. The bigger the brand advocate, the more they’ll sing your praises.
We’re all human, and we make mistakes, so when they happen, own up to it. Apologize, and make the situation right. As the social media or community manager, a lot of times these mistakes may have nothing to do with you, but your audience member doesn’t care if it was your department or another one. They just want a solution, and to know that someone cares about making it right. So do just that. Make it your problem, find the solution and make it right, even though you didn’t have anything to do with the original issue.
Negatives Turn Into Positives
It’s amazing how the smallest things can make negatives turn into positives. Fixing situations, understanding and listening to your audience members can have just that effect.