Fear is the path to the dark side. Fear leads to hate. Hate leads to anger. Hate leads to suffering.
-Yoda
Ok, so maybe I am showing my inner-nerd by bringing out the oft used Star Wars quotes but in this case it’s true. There is a dark side to social commerce – but it’s not when your customers or clients offer a less-than-stellar opinion of you or your business. Rather, its the dread (think: fear) that companies and organizations feel about the power of social media.
So how do you avoid the fear, that leads to hate, that leads to anger and ultimately leads to YOUR suffering? To better understand how to avoid this fear and understand the dark side of complaints, we will address:
Module 8 Presentation: The Darkside
The Darkside Learning Tasks
The Darkside Video
Thats an interesting idea that she had about asking why someone felt so negatively about a subject instead of just blocking them. Thats truly engaging and listening.
I also liked the way she choose to engage back with the “trolls” and it does show that she cares when she wants to know their story. I agree with everything she said because I feel that those certain negative people do just want to engage in sensitive issues and they want to get their point across however possible. I wont be afraid to engage back next time I get a negative comment.
I really liked her advice on how to respond to those negative comments or tweets that you recieve. Two options: Can engage with them and get their point of view of the situation or you can Not Feed The Trolls, or as I like to call them Negative Nancy’s, the trolls just want to be negative no matter what you say. Really good advice I never thought to get their side because truely some of them just want to engage with you.
The part about the Trolls really stands out in this video/post…
She makes a good point. Social media enables you to put out there what you want. You can say what you feel, and social media also enables those to comment and discuss your opinions. I agree with her about being open and engaging with people.
***Seems to be situational***. -Dependent on the magnitude of negativity in the conversation and what your personal roll is (e.g. a company handling a complaint versus a blogger dealing with a rude comment) .
She mentions attempting to figure out where the negativity stems from, –or engaging with these “trolls” as she puts it. –Which is definitely worth a try in the real world, but on social platforms it is much more difficult to come to terms with people being rude just because they want to be.
For the extreme trolls out there, I would agree with acknowledging it in a general way, but not to waste too much time. –For these types, her suggestion of blocking seems right.
I like how she dug into the motives of people who just lurk around and post negative commentary. I agree that, honestly, all they want to do is ENGAGE. If you respond and empathize with them, the outcome could be better than you could ever imagine! This is true in the personal sense, as well as the business sense.
I like the adviice that sge gave at the end on how to deal with negative commentary.I liie how she talked about making social media an outlet and saying all the commentary you want negative or positive. I agree with not fueling the flame when you get a negative tweet.
I agree with Cliff. I really enjoyed the psychological aspects that she kind of explained. I too believe that the “trolls” are just seeking attention. If we could make that attention something positive instead of negative, we could all win.
I think that a lot of my followers and friends need to see this video. So many people are quick to jump and freak out on somebody because “so and so said this or that,” and it just makes everything worse. I am glad it was mention to not write back when it is negative, it shows class and character.
I love that this is just a simple vlog. Taking the time to get to know people’s stories could give you such a marketing advantage. I think it is difficult not to take things personal especially when this is “social” media, but this is something I definitely need to work on.
Trolls are out there and are hard to stop, but most of the time you can turn a troll back to the good side if you engage them correctly. I think that is the point that she is trying to get across.