Social media is undoubtedly this generation’s tool to broadcast opinions of their interests, experiences and concerns. Unfortunately, some of these online sentiments include negative comments. As a business owner, sometimes it can be hard to keep your customers happy. In fact, it’s nearly impossible. Despite your best efforts, that consumer dissatisfaction can trickle down your social media pages. But what is the best route in combating negative comments?
Dealing with negative comments can be difficult. Keep calm and read these tips
You can take control of the situation and defend your business against negative comments on social media by taking action with these tips:
1). Be Proactive: Although it’s nearly impossible to track all negative comments, you can still stay on top of your brand’s mentions on social media. Subscribe to a service like Google Alerts, which will assist you in tracking all mentions of your brands, products, or services. By monitoring these conversations, you can stay informed of what is said about your business.
2). Act Fast: Treat your social media business pages as if they were customer correspondences through the phone or email. Create a training guide for your team that involves steps to combat negative comments and a time frame for resolution.
3). Acknowledge Complaints: You definitely should respond politely to negative comments. Be cordial and directly apologize for the alleged error. A kind response may be able to diffuse a situation.
4). Make it a Private Conversation: Offer to take your conversation off social media and into a private setting such as by phone or email. This way you can come to a resolution without an audience. When the problem is resolved, go back to the negative comments and reply that you were able to resolve the issue.
5). Don’t Delete: The purpose of social media is to engage and spark conversation amongst users. Your followers shouldn’t feel that you are moderating their comments, which can lead to losing your credibility. However, it is acceptable to delete posts that go against general social media guidelines such as hate speech and spam.
Negative comments are inevitable in the realm of social media. Just as customer service emphasizes respect and humility, managing your online feedback should be no different. Can you think of any other ways that businesses can protect themselves from negative comments? Comment below!
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