Hi, my name is Tara and I’m a New York Jets fan. As I write this, I’m imagining you saying ‘Hi’ back. To borrow from AA, admitting your faults is the first step toward recovery. This is true unless, of course, you are a New York Jets fan. Gang Green is a franchise that can actually inspire die hard followers to root for an onset of gangrene; anything to keep from watching another red zone misfire; anything to erase the memory of the “Butt Fumble”.
Anyone with ESPN knows what I’m talking about. If you don’t, Google it. Try to resist watching it over and over. It’s sad to think that this play could end up being the defining moment of Mark Sanchez’s career. But lest you snicker too much Patriots Nation for whom amongst us hasn’t had a variation of the Butt Fumble – especially on social media? The trick is to get up off the grass, dust off, rebound and re-brand. Here are 3 ways to go from butt fumble to winning touchdown on social media:
Admit Your Mistake – Fumbles almost always go viral so don’t pretend it didn’t happen. Stay in the pocket and take the hit. Apologize and, if appropriate, add a touch of humor. Followers will forgive mistakes if they believe you’re authentic and humble.
Don’t Add Stupid to Stupid – Nothing drives me crazier than the canned Customer Service Twitter response. If a customer is complaining about your product or service, an irrelevant and nonsensical answer with a 1-800 number attached won’t help. Act like a human behind the 140 characters.
Think Outside the Pocket, I Mean, Box – Be a franchise marketing quarterback and come up with a social game plan for recovery. Huddle up with your team and listen to their ideas to turn the tide. True visionaries understand that they aren’t always the smartest ones in the room. That’s OK. Often, it’s better to be savvy.
If you find yourself taking it on the chin for a glaring faux pas on social media, don’t cower in the corner. Remember even Hall of Fame quarterbacks (and marketers) succumb to failure. The trick is to stop replaying your Butt Fumble and reverse your fortune. Try not to get caught up in a wave of mocking memes and scornful shares. Be a leader. Get in front of the masses, look down field, and pick the competition apart with strategic initiatives and approaches that will win out in the end.