How to deal with negative feedback on social media
Learn how to use negative reviews to your advantage
Social media is a direct channel to the public and it is inevitable that negative feedback will crop up from time to time — after all, nobody is perfect. But negative posts aren’t always bad for companies — they can be a way to transform unhappy customers into brand ambassadors. Take a look at a few suggestions on how you can turn difficult situations into useful opportunities between you and your consumer.
Get to know what others say about your brand
To be able to remedy any issues, it is necessary to know that the issue is there in the first place. As people don’t always complain directly on the company’s page, all brand mentions (either with or without an @) should be monitored. Only then can you really know what people are saying.
Time matters
Quick replies are expected more and more on social media. When it comes to negative comments, the customer’s wait time should be even shorter, even if the first reply is in order to let the customer know that the company will be looking into the problem in more detail. Delayed replies can make a customer feel ignored and multiply negative feelings throughout social media.
Be human
Be sensitive when it comes to negative comments. A customer may be going through a hard time and the problem they have with your product or service could have made their life even harder. During this time, listen and reflect on the problem in front of you. In addition, it’s important to thank customers for their feedback, even if they have been aggressive — after all, the person has taken the time to share their opinion and this can teach your brand a lot.
Reply publicly
Before replying, take a minute! Directing an unhappy customer to a private communication channel is not silencing the criticism, but it is dealing with the problem more effectively. But first, it is necessary to show that your brand cares about your customer’s opinions. Replying publicly helps to consolidate a transparent and helpful image for your company.
Do not feed the trolls
Replying to comments about your company on social networks, whether positive or negative, helps to strengthen brand-customer relations. But pay attention: how many of these posts aim to escalate the problem, or include racist, sexist, or derogatory content? In these situations, it is worth carrying out a brand evaluation on which is the best stance to take. A company with a solid position against intolerance can consider a reply or hide the comment. In any case, deleting posts can be dangerous and cause even more anger.
Negative feedback is natural and can be a great learning tool for your company. With care, negative feedback can become an opportunity to surprise customers and make them passionate about the brand. Have you taken note? Follow us on social media: Scup Global on Facebook and @ScupGlobal on Twitter.
