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Tips on Handling Negative Comments on Social Media
Social media is such a useful tool for modern business owners. Through platforms like Instagram and Facebook, you can engage users and hopefully turn them into satisfied customers.
Despite these benefits, businesses may also encounter negative comments about their goods and services, which can damage their reputation among consumers. Accordingly, using the right approach to handle negative comments is key for maintaining a favorable profile online. Here are a few tips to consider:
Remain Polite and Courteous
Tempers can sometimes flare on social media, particularly when it comes to dissatisfied customers. It’s your job to diffuse the situation, which requires polite and courteous responses. While it may be tempting to fight fire with fire, remember that your business’s reputation is at stake. Accordingly, refrain from using insulting language or allowing your temper to get the best of you.
Be Timely With Your Response
You should provide an initial response to the criticism or negative comment immediately, even if you don’t yet have a solution devised. Begin by apologizing for what occurred and offering your sympathy to the aggravated customer. You’ll have plenty of time to sort out the details later, but a quick response shows that you’re fully engaged with your followers and want to make things right.
Offer Solutions to the Issue
Once you’ve been able to delve into the issue, you can begin brainstorming possible solutions. It may be as simple as offering the person a refund or exchange if they’re unhappy with a product or service you’ve provided. While apologies are crucial when a customer is dissatisfied, further action is required to rectify the issue.
Request That the Person Contacts You Directly
Some situations may be too complicated to handle on social media. In this case, ask that the customer contact you via email or phone to obtain more information. This is also a good option if there are disputes about what actually occurred or if you feel that the person is not being totally truthful about their experience. However, be sure to offer at least a general apology before you take the conversation off social media.
We’re Your Reputation Management Experts
A business’s reputation is key to continued success. That’s why our marketing team at SonicSEO.com provides reputation management services to our clients. We can also help your business develop an effective and engaging social media marketing strategy that truly resonates with your target audience. To learn more, call 505.821.2000 or contact us today.