The document narrates a whimsical story about a troll who attempts to damage a brand's reputation online through negative comments on social media. However, to his surprise, the brand responds positively and engages with both him and their fans, fostering goodwill and turning the troll into a supporter. This highlights the importance of effective social media engagement in managing public perception and customer relations.

2. Every fan down on Facebook liked your page a whole lot…
But the Troll in his basement, well he clearly did not!
The Troll hated your business! He hated your Page!
He hated you and your product and expressed all his rage!
Whatever the reason, whether you earned it or not,
He covered your wall in hateful thought after thought.
Staring at your page from behind his bright screen,
He wasn’t giving you feedback, he was just being mean.

3. For he knew every user could see his post listed there,
And that they’d wonder if your business really did care.
“And they’ll unfollow the page” he snarled with a sneer,
“And the company will crumble, and I’ll still be here!”
Then he growled, with his Troll fingers nervously drumming,
"I’ll keep posting all night, I’ll keep this spam coming!"
For there’s no way, he thought, that all of his posts,
Would get a reply from the Page and its hosts!

4. Then he got an idea! An awful idea!
THE TROLL GOT A WONDERFUL, AWFUL IDEA!
"I know just what to do!" The Troll laughed and then grinned.
“I’ll also troll them on Twitter! And on LinkedIn!”

5. And he chuckled, and clucked, "What a great troll-y trick!"
"There’s no way they’ll respond! All these comments will stick!"
"Every post on their brand, every social media mention,
Will be filled with bad sentiment! Imagine the tension!”
So the troll got to work, with messages much the same.
Calling the company bad words, and the staff all bad names.
But suddenly on his screen, appeared notifications.
“And now come the Likes!” grinned the Troll with elation!

6. Except when he clicked the red “one,” he was taken aback,
It was the brand that responded, and they did so with tact!
“We’re so sorry about that,” the message started politely,
“Let’s try and fix this for you, so you can end your day brightly!”
He never thought they would respond, especially not so quick,
But, you know, that old Grinch, was so smart and so slick,
"There’s nothing you can do," the Troll responded in kind,
"I’ll never buy from you again! I’ve made up my mind!"
T R O L L @TROLOLOLO - 36s
0/10
T R O L L @TROLOLOLO - 3s
T R O L L @TROLOLOLO - 59s
you stink
T R O L L @TROLOLOLO - 1m
#

7. Feeling quite sure, the damage was done,
The troll closed his computer. “Man, that was fun!”
But a noise from his phone made the troll perk up his ear.
“Is that a Facebook notification jingle I hear?”
He stared down at his phone! The Grinch popped his eyes!
Then he shook! What he saw was a shocking surprise!
Every comment he posted on every profile they had,
Had been responded to already! And none of them bad!

8. The comments were filled with apologies, filled with such care!
Filled with offers for discounts, anything to keep you there!
And the Troll, with his troll-eyes looking wide and the screen,
Stood puzzling and puzzling: "Why aren’t they being mean?"
"I slagged them and ripped them, and tore them to shreds!"
"But rather than ignore me, they replied nicely instead."
While he puzzled his failure, and the response from the store.
The troll then saw something he’d never seen before!

9. "Their fans," he realized, "are responding to me too?"
"They’re defending the brand!" And that’s when he knew.
No matter how hard he tried to pollute their pages with ill,
This brand understood social media, and fostered goodwill.
They responded to every comment, they engaged all their fans,
They were quick to help people, like social media batmans,
They engaged and engaged, they joined in conversations,
They were there when you needed them. They didn’t take a vacation.

10. And this minute the troll rethought his intentions,
He rethought his hate and all those negative mentions,
And he decided to return to the page, to become one of the clan.
Yes the brand had succeeded, in turning a troll to a fan.
Hootsuite is the most widely used social media platform.