How can you develop resilience when dealing with difficult clients on social media?

Building an organic acquisition channel on social media is a long-term process. Extraordinary success results from making ordinary posts consistently over an extended period. You don’t have to be a genius to succeed on social media. You just need to post every day and learn as you go. If a concept works well, replicate it; if it flops, move on to the next one. Find your unique formula, apply it repeatedly, and refine it over time.

This is the first step. Understanding the client's perspective. You want to put yourself in the client's shoes and understand - independent of your policies, contracts and the practical things - how they feel, why they feel the way they feel and how reasonable their ask from your business to fix the situation. You also want to acknowledge your feelings towards yourself in terms of - how does this comment or ask make you feel? And why does it make me feel that way?

Developing resilience when dealing with difficult clients on social media is crucial for maintaining professionalism and preserving your mental well-being. Firstly, practice active listening. Understand their concerns fully before responding. Respond professionally, acknowledging their concerns and providing solutions. Avoid engaging in arguments publicly; instead, offer to resolve the issue privately. Set clear boundaries and enforce community guidelines to maintain a positive online environment. Remember, it's not personal; focus on addressing the problem. Lastly, learn from each interaction, continuously improving your strategies for managing challenging situations.

It's absolutely essential to set your own boundaries and more importantly, to stick by them. I've noticed a distinct difference working with UK based clients vs US based clients, and I think it's related to how different cultures enforce boundaries in day-to-day life. In the UK, that's a rarity.

Contrary to what this article mentions, I do not recommend going directly to the "mind stuff". You want to stay in touch with feelings and make sure you are empathetic while drawing indirect references to the agreements made but not make it front and center. Leading with your heart and with empathy is important when you are dealing with clients (and in general in your life :)). This will show the true values of your brand and company and will leave long lasting impact on the client even if they do not get what they are asking for.

Establishing clear boundaries with clients is essential for maintaining your well-being and ensuring fair compensation. These boundaries protect your time, prevent scope creep, and maintain a consistent cash flow by avoiding late payments. Most importantly, they give you the confidence to decline clients who show disrespectful or unethical behavior, preserving your self-respect and professional integrity. In the complex world of client relationships, setting and adhering to boundaries is vital for your resilience, professionalism, and long-term success.

Empathy is key when drafting your response to your client on social whether public or private. Automated messages are to avoid in a conflict situation and emojis are undesired when a client is complaining about your agreement or service.

*I've worked both in-agency and in-house; sharing my experience* Being open and honest is key, ensure that if any mistakes are made that you simply explain the situation and apologies - there is no benefit in trying to hide mistakes or try to change the direction of a conversation. However, if the client is making unnecessary complaints or pushing you to achieve even greater results (even if you have already achieved the objectives) take a moment to try and understand why they are pushing for even greater results. Reiterate that you are already x% higher than the target that was set and suggest a follow-on conversation where you can discuss next steps for future campaigns to ensure challenging targets that are still achievable!

It's important to remember the attack is not about you personally. Most probably it's not even about the brand you work for either. It's just that it's easier to be angry and to act on it online. Social media platforms are designed in a way that leaves no room for reconsider before you act. So, take it as easy as the people leaving the comment.

Every challenging encounter with a client on social media presents a valuable chance for personal and professional growth. Feedback or criticism, however tough, can be a catalyst for enhancing your skills, refining your services, and optimising your operational processes. Reflecting on the situation to assess missteps, strengths, and areas for improvement is crucial. Moreover, seeking guidance and support from colleagues, mentors, or professional coaches can provide fresh perspectives and moral support. Embracing these experiences as educational can fortify your expertise as a social media marketer and help prevent the recurrence of similar issues.

Have a procedure in place for resolving any issues quickly and efficiently and get regular feedback so you'll never be surprised by a client who isn't happy. You should be checking in regularly.

Absolutely, every difficult client on social media can indeed be a valuable learning opportunity. Their feedback, criticism, or complaints often contain valuable insights that can help you grow and improve. Instead of viewing them solely as challenges, see them as a source of free, candid market research. By attentively listening to their concerns and using that feedback constructively, you can enhance your skills, refine your services, and optimize your processes. It's a win-win situation where you can turn adversity into progress, ultimately benefitting both your business and your clients.

We keep a folder of wins and share our team wins and successes to remind ourselves of the excellent results we see. There are more clients out there!

➡️ Self-Care First Breaks, limits, and self-care activities are key when handling tough clients on social media. ➡️Celebrate Wins Recognize achievements and treat yourself to maintain motivation. ➡️ Boundaries Matter Avoid burnout by setting clear limits and prioritizing your well-being.

Love yourself and be grateful for the achievements you make at work. Practice having a journal. List down what went wrong, and see how you can improve. Celebrate the wins at work and list down what you are grateful for. Take breaks, take a walk, meditate, pray, jog, or do whatever helps your brain relax.

Just remember how visible social is within an organization, and when something is that visible, there are inevitably going to be a lot of cooks in the kitchen. I always tell myself that sometimes, social isn't sexy. It's re-writing copy for the 3rd time just to change a single word. It's taking a post down to re-post it the correct way. The small things can be frustrating, but they're important to your clients and it's important to remain calm and be respectful.

Patience is key, and it's important to manage your clients' expectations regarding social media. Many clients anticipate large numbers; however, success on these platforms isn't just about formulas or consecutive hits. Success hinges on the audience, domain, and timing. Setting minimal expectations can reduce pressure and often leads to achieving great results from humble beginnings. Adopt minimalism, and resilience will naturally become your companion.

I've worked as a freelance social media consultant for many small and large businesses, and I've experienced the most resistance/ nervousness from clients who care deeply. Think of it from the perspective of a small business owner- you've grown this business from the ground, from the logo to the paint color inside, you've made every single decision about how the public views your organization. When you hire a consultant for social media, it's hard to let someone else control how the public views YOUR business. As social media marketers, we need to lead with empathy and understanding.