Show Notes
- What is a troll & What is NOT a troll
- Someone who is not a raving fan is not a troll
- A mad customer is not a troll
- A family member of a mad customer isn’t necessarily a troll
- Should You Ignore them?
- Is this their modus operandi?
- Can/Should you block or ban them?
- If you ignore – you need to move their stuff down the page. Get to work!
- If you DON’T ignore them
- Screenshots are a thing – THINK before you engage publicly or privately
- If you do engage, don’t argue, just state the facts
- Let the tribe handle it
- Make sure they’re HELPING, not being a troll to someone else
- Being negative on your behalf is bad
- It’s powerful if your community says “this doesn’t sound like them, give them a call – it’s worth a discussion”
- Make sure they’re HELPING, not being a troll to someone else
- Report ’em?
- Trolls – yes
- Abusive customers – yes
- Disgruntled customers – no
- Delete/Don’t delete their posts.
- If it’s a true troll, I’d probably just let it sink to the bottom
- If your brand advocates rise to your defense, leave it
- If it’s REALLY inappropriate – IE nasty stuff on a pediatrician page, then delete it.
- Utilize the report feature. Let the platform decide if it should come down.
