Ask the Collective
The questions independent drinks founders ask most — answered. Distilled from years of community knowledge so the good stuff never disappears in the feed again.
What's the best approach to handling negative comments and trolls on social media?
Members recommend developing a clear policy early rather than reacting ad-hoc. The core strategy is to distinguish between genuine customers with complaints and bad-faith trolls, then respond accordingly. **Identifying the source**: First, assess whether the commenter is an actual customer or just a troll looking for engagement. This determines your response. **For genuine customers**: Reply professionally but take the conversation offline—**use email or direct message** to follow up and resolve the issue privately, avoiding a public spiral. **For trolls**: Members strongly recommend **not engaging**. The consensus is clear: "Generally I try not to engage with rude people as it spirals." Trolls thrive on attention, and responding typically makes things worse. **Technical options**: You can **hide comments** so the troll won't be notified but other followers won't see the negativity either. This removes the oxygen without drawing more fire. **Mindset**: One member noted the importance of having "a policy/approach as I'm sure they'll be more to come," suggesting it's worth deciding your stance in advance rather than deciding case-by-case when emotions are involved. The overarching principle: ignore trolls entirely, respond to customers privately, and maintain boundaries to prevent comment sections becoming argumentative.
What designers or agencies can create effective Facebook and Instagram ad creative at reasonable cost?
Members recommend a mix of approaches depending on budget and timeline. **Canva** — suggested as a DIY option where you design ads yourself and redirect savings into ad spend rather than paying an agency. **Alfie Millar** (https://www.alfiemillar.com) — recommended by a member who works with him at Wednesday's Domaine; described as quick to work with and reasonably priced. Members willing to introduce Alfie can facilitate introductions. The trade-off is between investing in a designer's time upfront versus building in-house capability with design tools and allocating more budget to actual ad spend.
What customer service management platforms work best for aggregating social media and email communications?
**Gorgias** is the platform members recommend for consolidating social media and email customer service communications into one inbox. One member described it as "the best" and offered referrals. **Limitations:** Gorgias does not currently support TikTok, so if TikTok customer engagement is a priority, you may need a separate workflow for that channel.
Who would you recommend as a freelance social media manager with experience handling multiple drinks brands?
Finding a great freelance social media manager who can handle multiple brands without excessive cost is challenging. Members shared mixed experiences and one concrete recommendation. **Hebe Richardson** (Instagram: @drinkswithhebe) — has worked with multiple brands simultaneously. One member noted mixed results across three brands they used her for, but acknowledged she "does the job we need right now" as a interim solution before bringing it in-house. Members agree she's reasonably priced compared to other options in the market. **Lula** — mentioned as an "amazing recco" that doesn't cost the earth; members requested details be shared directly. Members' general takeaway: the freelance social media market lacks standout practitioners, most demand high fees, and many brands treat freelancers as a temporary solution before moving to in-house management. If budget allows, getting specific personal recommendations (like Lula) rather than booking generically tends to yield better results.