Let’s Face It You Never Had Control

Working on a new client project. This client had no social media presence. They are a B2C/B2B Home Service Provider. B2B because they can also service commercial properties. The consumer target is upper middle class and above. 
I do not get the email alerts when a new follow is on Twitter. Someone I connected with is young and while fits the demographic (or knows many people who do) had something in her bio that offended my client. She is a minor TV Personality and Model who called herself a hooker and a bitch. She isn’t a hooker but she calls herself one because she thinks it is cool and funny. Twitter is filled with porn stars, pimps, bitches, ho’s, niggaz, racists, mafiasos,  crazies, gangstas, etc. I have a rule anyone posting unsavory content in my own feed or a clients I unfollow. I can block them but this won’t stop them from tweeting about me or my client. I just don’t want to see their tweets in the feed.
I got an email that my client didn’t want a ‘prostitute’ in their network. And they are allowed to ask this and so I blocked this account. Then I felt it a good time to explain they have no real control. I have no control. Accept it. It is actually a good thing usually.
Name the brand they all have customers they don’t want to know for real. I can list quite a few scary hashtags on Twitter with crazy content. I have no control and my client and brands have no control over what is said. We never have.
I can’t stop this person from creating new accounts to follow my client. Same on Facebook. Everyone who knows me, knows that Mashable banned me from commenting on articles I felt were poorly written or deceiving. I have 4 personal twitter accounts. I can create more. I still comment. They blocked just my @SkyPulseMedia . They can’t stop me or anyone. I slam them on Twitter all the time. They can not stop me. So they ignore me. And I don’t blame them.
But this is good. The enemy you know is easier to deal with than the enemy you don’t. The person I blocked for my client has no reason to say anything bad or become a ‘terrorist’ like I am towards Mashable. But if you wronged someone they can and often will. It happens. People go Delta Skelta.
But I also explained that before Social Media real damage was done in private. People complained, lied, even slandered and still do behind brand’s backs. In places they can never see. Doing real damage. They still do. Most human communication is not visible to brands. 
But isn’t it great that now there are platforms for these people to rant and tweet on? You might cringe thinking ‘But they have networks of people who will see it’. But they always did off line. But now we can know the threat. We can fix the brand image. We can engage. And we can even convert angry people into brand ambassadors. 

Having no control of what is said via Social can be a good thing. Most people want to feel good about your brand. Imagine being able to fix issues with 80% of your upset customers when before they just stewed and complained and you never knew?

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About chiefalien

Howie Goldfarb with 20 years of Sales and Marketing experience founded Blue Star Strategic Marketing in central Vermont to serve as the objective and strategic adviser of brands to help them grow and thrive. His Degree in Finance and 14 years of B2B sales to Fortune 500 companies gives him a CFO’s view of marketing. Thus bringing a dose of reality to the confusing world of jargon, spin, and hype. Also playfully known as the Chief Alien of Blue Star Strategic, Howie relishes his role as an industry outsider. A native New Yorker and former Angelino, he currently lives in the Green Mountains of Vermont and is still seeking his first moose sighting. His passions are living life, art, music, the outdoors, he tries to cook and loves the Vermont Fresh Network – local sustainability initiatives like farm to table and buying local.
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