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Rant: I spent 6 months running a brand's comment section wrong and a 19 year old intern fixed it in one day
So I run social for a small coffee chain based out of Sacramento and for half a year I was deleting every negative comment within minutes of it going up because I thought that was "managing the narrative" or whatever. Then our intern Maya, who is 19 and drinks like four cold brews a day, asked me why our reply rate was 0.2 percent while our follower count was flat for 5 straight months. She pulled up a screenshot of one of my deleted comments, a guy saying our oat milk latte tasted like burnt socks, and pointed out that 47 people had liked it before I nuked it. The brand went viral two days later not because of anything cool we did, but because someone posted a Before and After thread showing we kept one apology reply and had clearly scrubbed a bunch of other ones. We had to put out our own statement basically admitting we over-moderated and it got ratioed so hard the mascot account went private for a weekend. Now every angry comment stays up and gets a real reply, and our engagement tripled in a quarter. Has anyone else had a staffer half their age point out they were basically burning their own house down?
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