The Internet is a wonderful tool for businesses. Not only can you use the Internet to market your business, you can also connect with your customers through platforms like social media. But with the good always comes the bad. Just as easily as you can create a profile for your business, an upset customer can also create a post accusing your business of poor customer service, poor policies, or poor quality products. The Internet has changed how much of an effect whistleblowing can have on your business. When thousands or millions of potential customers can see the accusations against your business, it can have affect your reputation and your revenues. Find out how to use social media to protect yourself when a whistleblower starts a controversy.
How You Respond to Messages Via Social Media is Extremely Important
An attorney specializing in whistleblower cases can help controversies from having a negative impact on your business. You will need to be in the practice of responding to messages you receive from customers and prospects. Simply ignoring letters, emails, messages, comments, and emails – whether they’re positive or negative – is not the way to go. You need to understand that your responses are monitored by the public. If you fail to respond, the public may take the whistleblower’s side automatically. If you respond in the wrong way, the whistleblower’s attorney may keep the response as part of their evidence while they are building a case.
Make a Statement on Your Business Profile
You might think that keeping your social media profile active during a controversy is not the best decision. But you have to consider how the public will view your business if you choose to close your account just because the whistleblower controversy is going on. You will attract attention you do not want if you block people who are making negative comments on your page. Instead, make a public statement on your page addressing the issue levelly and fairly. If people do leave nasty comments on your page, make sure you take time to respond as politely as possible. Make sure you always show empathy, no matter if you are right or wrong. Keep the fact that everyone is entitled to their own opinion in the back of your head and keep all of your communications professional.
Make sure you take time to monitor your social media profiles whenever you are going through a time of controversy. Dealing with the situation can be stressful, but you should never ignore what is going on when it is in the public eye. Once the situation is over, take time to write a statement on your profile explaining what steps you will take to prevent the situation in the future. If you acknowledge the situation, customers are more likely to give your company a chance.
Author Cathy Hughes is a legal researcher and certified mediator who specializes in community justice. She is a contributing writer for the law offices of Goldberg Kohn in Chicago. The largest verdict in False Claims Act history was won by Goldberg Kohn in 2008, with a total judgment of $334 million.