Social media stands out as a powerful tool for promoting businesses in world we live in today. Its extensive reach, coupled with its low cost when managed independently, makes it a powerful asset. However, in the realm of business, it’s impossible to please everyone, and contentious decisions or opinions can lead to challenging situations.
I’ve witnessed acquaintances falling prey to false narratives on the internet, facing severe misrepresentations of themselves and their businesses amidst the chaos of comment sections. Personally, I underwent a tumultuous experience when I introduced animal products to my previously all-vegan menu. The online backlash was intense, with over 800 comments, threats to my business, staff, and family, along with 15+ scathing online reviews that had nothing to do with an actual experience at the restaurant. My inbox overflowed with criticism questioning my morals and ethics.
While a one-star Yelp review can be disheartening, this situation escalated to unprecedented levels. Initially overwhelmed, I eventually gained perspective thanks to the rational voice of my wife. Stepping back, I assessed the actual damage caused. The internet can be deceptive; what felt like a massive personal assault turned out to be a mere ripple in sales. The loudest voices represented a small fraction of the population. Social media users easily latch onto causes, expressing their opinions through comments, reviews, and posts, believing they contribute to a greater cause.
My advice to those facing potential backlash or engaging in online disputes is to take a step back. Consider disabling comments, limiting interactions through stories, and reporting inappropriate content on platforms like Yelp. Recognize that the most vocal critics often represent a minority, and their impact may be less significant than it initially appears.
Don’t allow internet trolls to intimidate you. It’s your business, and you have the right to operate it according to your vision. Exercise caution when responding to or fueling criticism. Even a 1 star yelp review usually doesn’t deserve your time. Dealing with irrational individuals is challenging, and engaging in arguments with them is often futile. While most people may never encounter such situations in their careers, if you do, consider the advice of “turning the other cheek.” Arguing with the internet is a losing battle every time.
