How to Deal with Negative Comments on Social Media
With social media, we have a great opportunity to increase brand exposure, meet new friends, make connections and share within our niche. Social media is a fantastic platform for community building as well.
Social media is perfect word-of-mouth advertising. People make buying decisions based on what their peers think about a brand.
The only problem is when the words coming from those mouths turn ugly…
There’s nothing more devastating after spending hours upon hours building your online reputation than finding out someone has come along to trash you. But the truth is you cannot hide from negative feedback.
It’s bound to happen at some point in your business and the more popular and well-known your brand becomes, the more likely your chances of getting some negative feedback.
Someone doesn’t like your product.
Someone isn’t happy with their purchase.
Someone thinks you’re posting too often (or not enough, or not the right things).
Someone is upset about something another fan left as a comment.
All of this and more will happen when you use social media for your business. It’s inevitable. This is why it is very important to know ahead of time how you will handle this.
Do you have a Plan of Action for when negative comments come your way? If not, there’s no better time than now to get started. You don’t want to welcome the negative comments but it does help to know how to handle them when they do appear.
Here are some tips on how to deal with negative comments on social media:
- Respond quickly- Don’t think that you can ignore or bury the bad feedback. The quicker you respond, the more it will show that you do care and that you acknowledge the complaint.
- Be sincere- You should try to be sympathetic of what they are feeling. Be sincere in your reply and in your offers to help them or make amends for a problem or mistake.
- Be transparent– Be honest and do not try to hide or cover up. If your company made a mistake, be willing to admit to it and apologize.
- Explain, if necessary– Don’t over-explain but if there was a problem and customers need to know about it, provide an explanation about the problem.
- Keep it professional- Remember that this is not personal. Even if the person complaining tries to make it personal, it’s all business. Don’t take it to heart and get upset. Just do what you can to resolve it.
When you deal with complaints successfully, even a dissatisfied customer can become a loyal fan. When you help the person with the problem, they will tell their friends and family about your customer service and how helpful your company was. You will help to establish brand loyalty and a reputation for taking care of problems quickly and satisfactorily when they do occur.
Have you ever had to deal with negative comments on social media? How did you handle the situation?