The nightmare continues for New England Patriots fans everywhere… Tom Brady, star quarterback of the Patriots, faces a second chance to suffer a four-game suspension in the 2016 regular football season. This misfortune stemmed from a 2015 allegation indicating that 11 of the 12 footballs were slightly deflated at the AFC Championship game against the Indianapolis Colts. The NFL’s commissioner, Roger Goodell, held an investigation which resulted in labelling Tom Brady as the perpetrator. The case was ultimately taken to federal court where Brady’s suspension was vacated. Tom Brady’s name was cleared and “Goodell” quickly became a household term in New England for anything conniving or devious.
Sounds like a perfect end to a story, right? Wrong! Too bad the Grinch (I mean… Goodell) is up to his antics again. Brady must face the court a second time to prove he is the golden boy we all know him to be. In the meantime, Brady must watch his every move on his social media profiles so he can win over the hearts of his critics and his everlasting fans. Luckily, he has done a fantastic job so far. As a large user of Facebook, Brady has seemed virtually unfazed by the events that have taken place over the past year. As fans and critics blow up his wall with comments and questions, Brady responds with transparency and a sense of boldness that he is known to flaunt.
So what happens if you or your company experiences a crisis (big or small) that attacks your social media accounts? Simple, be like Brady! Here’s how:
1. Listen and Be Present
In the digital age, not listening to the conversations within the social communities have shown to reflect badly on your personal or company brand. Don’t hide from what is going on around you. Show the world that you have pride in your work. If you simply respond or start a conversation with your social connections, it shows that you take their comments seriously. Also, listen to the social chatter that revolves around a particular topic. Being prepared to respond to a rising issue can only help your brand for the better.
2. Be Transparent
Warren Buffet, CEO and chairman of Berkshire Hathaway, once said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” With Buffet’s quote in mind, it is critical to be honest and upfront about any issues you or your company may be facing. If you make a mistake: admit it, approach it, and accept it.
3. Respond Thoughtfully
Caring for your relationships really pays off. Building trust with current customers leads to word-of-mouth recommendations which can be more influential than your own brand messages. By putting some effort into social media, you can bring in new customers and nurture loyal ones at the same time. It never hurts to go above and beyond
4.Don’t Lose Your Cool
Who is cooler than Tom Brady? Honestly, not a lot of people. However, we can all at least strive to be as cool as a four time Super Bowl Champion. Surely Tom Brady loses his cool sometimes. But the key is, he doesn’t let us know it! No matter how many rude or harsh comments Brady receives, he maintains his composure and keeps his cool. No matter how uneasy a comment might make you feel, your goal is to do your best to engage in a solid conversation that leaves the customer with more information or gratitude than before.