What to do with the negative comments on Social Networks? 

by Albert Palacci

Social networks can become a double-edged sword, as they are like a window in which users see everything and can comment it.

Hence, the comments can be both good and bad, and therefore, every company must know how to manage negative comments if you want to have a successful campaign in Social Media.

First we must clarify that when it reaches a negative one of our social networks we should not get panic and delete it or ignore reviews. Moreover, it is best to manage that comment so that eventually can become something positive about our brand or company.

To do the most important thing is to be prepared and alert to any kind of comment. In the event that the comment is bad you have to listen to the user, because you may have had a bad experience with our company or brand and is an ideal time to flip.

This is critical dialogue with the user without actually insults or disputes. These issues need to be professional and treat the customer as good as another who was very happy with us.

If reasoning is achieved the user to change their perception of the company will be an achievement, as will be stated in the Social Network that although the user was dissatisfied, brand or company has paid attention and care has been taken so far is happy with them, and that points are very considered by the followers on Social Media.

Moreover, in these cases you can not just argue with positive information about your brand or with the good work done so far, but when the followers of a brand are happy with it will come to help you in your defense.