Social media is a priceless tool for connecting businesses with their customers. When customers leave negative feedback online, however, it can have a significant impact on a company’s reputation.
For a brand with a social media presence, criticism and negative comments are the norms rather than the exception. Negative feedback is unavoidable when you have thousands of customers connected to your social media accounts.
Whether it’s a disgruntled customer or a misunderstanding, how you handle negative feedback has a significant impact on your online reputation. Consumer brands with a global reputation have set the standard for dealing with negative feedback.
Social Media Comments Shape Your Online Reputation
Negative social media comments and reviews can be extremely damaging to a company’s reputation. Platforms like Facebook, Instagram, Twitter, and Google have become an unavoidable part of today’s business landscape. They are increasingly serving as the primary point of contact between your business and its customers, as well as influencing your online reputation.
While these interactions and your social media marketing efforts can benefit your company, they are also evident and can backfire if mismanaged.
When someone leaves negative feedback on Google, for example, all of your current and potential customers can see it. Therefore, businesses need to handle such comments on social media carefully.
Tips To Effectively Handle Negative Comments On Social Media
Handling negative feedback or comments is one of the vital components of social media marketing as mentioned above.
The following are a few pointers for businesses on how to deal with negative social media feedback effectively:
- Be Respectful With Customers
Respect is a crucial component! Always keep in mind that your communication style is a direct reflection of your brand. It is possible to be kind, firm, and respectful in your responses simultaneously. Take more extended discussions offline whenever possible and ask to speak on the phone. Remember that providing excellent customer service based on respect is critical.
- Don’t Divert Blame
Even if you disagree with the review’s author, always take responsibility. Take constructive criticism in stride, respond respectfully, and move on. Your goal is to take the complaint out of the public eye by moving it into the private sphere and de-escalating the situation. Encourage them to contact you via email or phone if they have any questions.
- Don’t Defend Yourself
Accept the comment and take some time to consider what the other person has said. When you do respond, make a list of the ways you’re dealing with the problem. If the subject is delicate or contentious, provide your contact information and request to contact you directly. It goes a long way to start a conversation.
- Make Sure The Customer Feels Heard
It’s critical to make the customer feel legitimately heard when responding to criticism on social media tools. Recognize their frustrations, accept responsibility for the feedback they’ve provided, and encourage them to send you a direct message so you can make things right.
You may not have the perfect answer, but putting forth a genuine effort will go a long way with that person and the many others who will be reading your public interaction.
- Respond With A Solution Right Away
In terms of customer resolution, empowering your social team to resolve customer complaints at the point of first contact is critical. It will help you make things right with your customer if you post that resolution or a clear path to resolution in your first response to a negative review. It will also show future readers that you are a responsive company that will help them with a problem.
- Craft A Personalized Message
Negative feedback presents a fantastic opportunity for businesses. Rather than sending a canned response, take the time to write a personalized message that will assist your customer in resolving the problem. Sure, not every outcome will be positive, but it will demonstrate to potential customers that you are willing to help and are proactive in resolving any issues that arise.
- Be Thankful For The Feedback
When based on facts and aimed at exposing real flaws, negative feedback can be a blessing because it allows us to learn and improve our product or service. That is why we must be grateful for such feedback, be courageous enough to admit our mistakes, and demonstrate how we will correct them. Then we have the opportunity to transform it into a positive impression.
When dealing with negative feedback or dissatisfied customer, the level of visibility afforded by social media provides business owners with a one-of-a-kind opportunity. If handled with care and technique, your response to negative social media comments can make your company’s reputation stronger than before.