How to Win The Social Media Game – The Greggs MethodAugust 28th 2014 Sally Ormond dealing with social media problems, Greggs the bakers, using social media
Things go wrong.
It doesn’t matter how thorough you are, how much attention you give something or how conscientious you are – sooner or later something will go wrong.
The problem is that thanks to social media, when we make a cock up everyone gets to hear about it.
Not only that, but everyone feels obliged to give you their opinion on the matter too – whether you ask for it or not.
A bit like all those people who read your blogs and never leave a comment until they find a small typo or grammatical error. Then they let you have it with both barrels as if you’d committed a deadly sin rather than just typed ‘you’ instead of ‘your’.
You can’t do anything about people like that when you’re putting stuff out on the internet, but you can do something about how you react.
If you launch in, all guns blazing, you’ll intensify the situation and make yourself look pretty stupid at the same time.
But that doesn’t mean you should just ignore it, especially when all and sundry jump on the social media bandwagon.
So what do you do?
The Greggs approach
A recent story in The Telegraph gives a Masterclass on how to deal with a social media nightmare.
Greggs the bakers recently experienced a nightmare scenario when an offensive logo appeared on Google.
Their normal logo had been replaced with a spoof image pulled in from uncyclopedia.wikia.com, featuring the offensive slogan “providing s*** to scum for over 70 years.”
It wasn’t long before thousands of people turned to social media flooding them with messages.
Rather than panicking, Gregg’s social media team handled it brilliantly neutralising what could have been a disastrous event.
Below are some of the messages and Gregg’s responses:
The one thing I love most about this story is that Greggs never lost their sense of humour, rounding off their Twitter exchange with this: