Getting negative comments and feedback on your social media posts/blogs can be a real downer. There are many different ways to handle these comments, good and bad. Below are some options for you to consider the next time a negative comment comes your way.
Keep in mind there are so many reasons you can get a negative response, so first figure out whether or not it’s valid. If you need to change the way you do business, look at that! Of course, you can’t please all the people all the time; just make sure you’re not doing something that invites the negativity
- Don’t use an automated response for complaints. Social media is called social for a reason. So, you want to make sure you’re connecting with your customers–whether it is positive or negative. Once you determine what the is comment is about (complaint, spam, business mistake, misunderstanding) you can address the comment. Make sure your response is precise and that you’re showing customers that you really want to solve their problem.
- Don’t be defensive. Try not to take a negative comment as a reflection on you or your business personally. Being defensive can escalate the issue. It is best to be polite and truly listen to the person who has an issue.
- Made a mistake? Own it! Everyone makes mistakes and it is always best to address them in a straightforward manner. Best advice: Recognize the complaint, apologize publicly and then take the conversation offline to resolve the issue.
- Ask for more details. If the comment isn’t an error by the company or part of a misunderstanding, you will still need to address the comment, don’t ignore it.
Keep in mind that every business is different and every customer is different. Hence there are many reasons for a negative comment. Use your common sense and show that you are there listening and want to help as best you can. Turning a negative into a positive will show others that your business does care about feedback and listens to their customers.
One final tip: Most of all, you should always know what is being said about your company. If you haven’t already, create Google alerts for your company, and track social mentions on Mention.com. There are many tools out there to make sure you are listening to your customers. Listen and engage!