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SERENITY NOW! Don’t ruin your business on social media

Frank Costanza was wise beyond his years. When George’s Dad famously yelled “Serenity Now” in 1997, it was long before social media as we practice it today.

scott-kleinberg-seinfeld.jpgFor all your non-Seinfeld fans (seriously?) or those of you who don’t remember the origin (again, seriously?) it was recommended he say it to keep his blood pressure down. But, Frank being Frank, he yelled it.

Fast forward to 2013 and this social media meltdown making the rounds today about Amy’s Baking Company Bakery Boutique & Bistro. It’s a very long story, but the short version is the owners took to their Facebook page to battle back against some negative comments and ended up going crazy. I mean, any Facebook post that starts with “WE DON’T NEED THIS. YOU STUPID PEOPLE” is destined for failure.

I’ve said it before, and you really don’t need me to tell you that customer service is about not losing your cool. And that’s true on social media too, where when you lose control everyone knows about it in a matter of seconds. What happened in this particular situation was, as Jackie Childs, also of Seinfeld fame, would say “totally inappropriate. It’s lewd, vesuvius, salacious, outrageous!”

Scott-Kleinberg-Facebook-meltdown.pngI’ll share my step-by-step process for how not to go off the deep end on social media, whether we’re talking about customer service or anything else.

1. Open Notepad (PC) or TextEdit (Mac). Microsoft Word is fine too.
2. Write what you really want to post on social media but know you never would. Bang the keys hard if necessary, but please don’t break your keyboard.
3. Erase every word. Again, bang the delete key if necessary, but please don’t break your keyboard.
5. Go back to social media and respond to whatever it is you need to respond to in a professional manner.
*optional, but recommended

It’s easy to laugh at Frank Costanza and everything else, but seriously these steps work. You never want to send an email when you’re mad because you never want to say anything you’ll regret. Same goes here.

Update: As of Tuesday night, there’s a post on their page saying they were hacked and didn’t say any of that stuff. I’ll leave it up to you to decide whether or not there’s any truth to that, but the people commenting certainly don’t agree.

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