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Haters Gonna Hate and Why You Should Love Them

Posted by 40deuce on 3:54 PM in , , , ,

Now that I'm working in the world of social media monitoring I hear and read a lot of stuff about sentiment. Mainly the talk is about negative sentiment. "We don't want people to say bad things about us", "What should I do if people are saying bad things about us?", "Here's how to deal with negative people", etc.

Now that everyone can have a voice on the internet they can also say whatever they want about whatever they want. Companies seem to have two main problems with this; a) they don't want people to say bad things in places where the entire world can see, and b) they're not sure what to do when people say something negative about them.

There's nothing you or anyone can do about the first one. People are going to speak bad about things all the time whether you're there or not, so you might as well be there. Get over that fear.

The second problem is going to have millions of answers for millions of different scenarios. The one thing that I will recommend you always do though is listen to what they're saying. Even if you're not going to respond, listen. The people who speak bad about you are your best critics in terms of constructive criticism.

Sometimes these people are just venting frustration about things, but sometimes these people are complaining because they think you're doing something wrong. Chances are if one person thinks it others do as well. If you listen to what these people are saying you're doing wrong, you have a basis to work off of on how to fix what you're doing.

When people tell you that you're doing something wrong it means that while they have something negative to say now, they're still paying attention to you. These people are part of your public, and social media in a corporate sense is about bringing together your public with your company. These people are paying attention to you but telling you they think you're doing something wrong. That means there's a good chance they want to pay attention to you and like what you're doing. By listening to these people you're getting insight into how to best reach your public in a positive way.

Some companies go for the quick fix. A quick response online apologizing and trying to make amends with a single person at a time. But, not everyone is always going to speak up. Like I said earlier, if one person has criticism of your company, chances are others are feeling the same way. Rather than respond to the ones that speak up one by one, listen to what they're saying and take it in to account when doing your next phase of planning. Don't buy people off, make them really like you by listening to what they say and take it into account.

Haters are always going to hate. People are always going to complain about something. You're not going to be able to change in response to every piece of criticism, but you are getting free input from the people that should matter to you.

Haters are gonna hate, but you should learn to embrace their hatred.

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