As you become more popular you’re going to get more people who love you, but also more people who hate you. Some people don’t even hate you, they just like to be trolls. It’s important to know how to deal with these types of people so that you can use social media marketing to build traffic, make more connections, and increase your return on investment.
Develop a Policy
If you have many people helping you manage social media, you need to develop a policy. There is a difference between a troll and someone who has something negative to say. Therefore, you want to treat them differently. A troll should be blocked, and their comments deleted. Someone who is negative might just need some extra attention to turn them around.
Ignore Real Trolls
When someone is a real troll they have nothing useful to say at all and are intent on disrupting a discussion or even an entire business. These types of people may even be paid. You have no way of knowing. The best course of action is to ignore them, delete, and block them. There is an exception to this rule. If the issue becomes widely known due to not deleting fast enough you may have to fight back by outing the troll for who they are and let your real audience deal with them.
Make a Joke Out of It
Sometimes trolls and negative people are a little bit funny. It depends on your audience of course, but if you can make a joke out of something that’s a great way to deal with it. For example, if someone asked you what’s taking so long for a shipment to get to them and you know you mailed it the day they ordered it you may need to point out in a humorous way that you have no control over the post office.
Look for The Deeper Message
Sometimes trolls or people who make negative comments are just unhappy people who need something. If you can read between the lines and find a better message answer that message and ignore the nastiness. Killing them with kindness can work very well for riding your feed of trolls.
Hire or Get Volunteer Moderators
When your community grows very large you may need to get help managing your social media to prevent the proliferation of spammers and trolls from taking over your page or community. One of the reasons some big-time coaches have ended their Facebook Groups has to do with poor group management. If it’s getting too big, get some help.
Build Relationships with Your Community
Don’t just talk one way to your community. Don’t just sell them all the time. Have real conversations with members of your community and let them get to know you. When someone is nasty or trolling they’ll report it and probably attack the offender on their own even if you’re sleeping in bed.
Show the Facts
If it’s appropriate baffle the negative person or troll with facts. If you have facts you can prove with real study and research, you’ll find that most of your community will value what you’re saying a lot more than someone who drives by with some negative info.
Dealing with trolls and negative people can be daunting. But, if this starts happening take heart in the fact that it’s mostly because your community is growing, which is a good thing. But don’t take it personally. When it’s possible the very best thing you can do about a troll is not provide a platform for them and delete and block them.