Sorry. You need to upgrade your browser

You are using Internet Explorer 8

This is considered an out of date browser. This website has been developed with modern browsers in mind to allow it to display at its best in a wide variety of viewing situations - including mobile viewing. But we haven't supported older browsers like IE8. Please upgrade to the latest version of Internet Explorer - or try Mozilla Firefox or Google Chrome. Both are excellent browsers.

Thank you.

Tel: 01158 376 260

Greggs - How to Manage a Social Media Attack

Having just returned from holiday, I was interested to read of how Greggs the Bakers had turned a PR nightmare into a success with a well-executed response to an online attack.

After having its online Google profile hacked and an offensive logo visible for all to see, thousands of users where quick to take to social media to point this out to the company.

It was very clear that Greggs had a team in place to handle this nightmare and who all dealt with the effects quickly and with humour and good grace – replying to tweets and posts as they came in.  Not only did this work in their favour but it also helped Greggs come out of this positively.  I am sure all businesses can learn a lot from this.

When a business is attacked online, the natural instinct is to revert to a defensive line which can actually prove harmful to a business, but there are a few steps you can take to help look after your online brand image:

1. Make sure you have a clear plan in place which covers:

  • How negative posts are going to be handled
  • Who is going to respond to the negative post
  • How are you going to respond positively
  • Can the post be removed

2. Act quickly so that online users know you are dealing with it but give yourself a little breathing time – there is nothing worse than reacting and then wishing you had handled the situation better.  

3. Keep human – people respond better if they feel this is being handled by a real person not an automated response

If you would like to know further steps you can take online to protect your online brand image then please email


22 Aug 2014

« Back to latest news

Share this

Latest news

Marketing Planning - What would you like to achieve this week?

Marketing Planning - what would you like to achieve this week? We would love to hear what is on your to-d...

Click to read more >

Are Testimonials Important...

Why It Is Important to Receive Testimonials for your Business! Testimonials and reviews are extremely importa...

Click to read more >

Do you know your numbers???

Do you know your numbers? You are all geared up for marketing your business in 2019, everything is in...

Click to read more >

Marketing Planning Masterclass - 24th January 2019

*** Only 4 Places Available *** How's your Marketing Plan going for 2019? We speak to a number of businesses w...

Click to read more >

Social Media - Not just a numbers game

As with all marketing activity, you need to be able to monitor the return on investment and where Social Media is concer...

Click to read more >

Social Media Daily Planner

Free download

Social Media Daily Planner

Are you ever stuck with what to use Social Media for? Do you need a guiding hand to implement your social media strategy and engage with your followers online? If yes, this daily planner is what you need...

Click here to access our free download

What our customers say...


Claire is always thinking of new ideas how to promote your business in the online world, I feel so grateful for meeting and working with Claire as she has had such an impact on the success of Strawberry and makes me feel as though I am her only client!  I have recommended Claire to several people who have then used her and equally think she is great at her job.  Social media doesn’t have to be scary if you use Claire Taylor.


Nicola Hickinbotham

Strawberry Lettings & Sales

Subscribe to our mailing list

* indicates required