Negative comments on social media are bound to happen. And when they do, you should handle them in a way that will not damage your brand or reputation.
How to Deal with Negative Comments on Social Media Like a Pro
Social media has undoubtedly become a powerful communication and marketing tool. Not only does it allow businesses to connect with their customers on a more personal level, but it gives customers a voice to share their thoughts and experiences about a company or product.
While this two-way communication channel benefits businesses, it can also be challenging. Let us discuss dealing with negative comments on social media like a pro.
Although dealing with negative comments can be difficult, it is important to remember that ignoring them is not an option. When customers take the time to reach out to you with a complaint or concern, they expect (and deserve) a response.
A reply will show the customer that you care about their experience and show others that you are willing to listen to feedback and address any issues.
Of course, responding to every negative comment is not always possible. But if a comment is public and could potentially damage your reputation, take the time to craft a thoughtful response.
Handle Issues Promptly
In addition to responding to negative comments, quickly take care of the issue that caused the comment in the first place. That may involve refunding their purchase, exchanging an item, or apologizing for any inconvenience they may have experienced.
Whatever the matter, it is essential to take care of it promptly and efficiently. Customers appreciate it when companies own up to their mistakes and try to correct them.
If you take too long, customers may think you do not care about their issue or that you are sweeping it under the rug. On the other hand, delaying will damage your reputation further, so it is crucial to nip the problem in the bud as soon as possible.
Although it may be tempting to lash out, remember that what you say can be used against you. Therefore, always err on the side of caution and keep your responses professional.
That does not mean that you cannot defend yourself or your business – but you should do so respectfully so that it does not make the situation worse.
Try saying things like:
“We are sorry to hear that you had a negative experience. We appreciate your feedback and want to make this right with you”.
“Thank you for bringing this to our attention. We take these issues seriously and would like to investigate this further. Please DM us your contact information and order number so we can investigate”.
Taking the Conversation Offline
In some cases, it may be best to take the conversation offline. For example, which is usually when a customer is angry or upset or if the situation could escalate if only addressed publicly.
When you take the conversation offline, you will have a chance to diffuse the situation without worrying about making it worse. You can reply to the comment publicly and let the customer know that you would like to discuss their concerns further in a private message or over the phone.
That shows that you are willing to listen and help resolve the issue in a way that considers their privacy.
Do Not Scrub Your Social Media Page of Negative Comments.
While it is tempting to remove negative comments or hide them from your feed, this is usually a bad idea. Not only does it make you look deceitful, but it also makes it seem like you do not care about your customers’ concerns.
It is okay to remove abusive comments that do not add anything to the conversation. But in most cases, it is best to leave a comment and respond directly. These comments show that you are willing to listen to feedback, even if it is negative.
Address the Issue Directly
When responding to a negative comment, address the issue directly. A straightforward response shows the customer (and anyone else reading) that you take their concerns seriously and are willing to resolve the problem.
For example, if a customer is unhappy with your product, you might say something like:
“Thank you for your feedback. We are sorry to hear that you are disappointed with our product. Can you please supply more information about what you did not like? We would like to pass your feedback to our team and see if there is anything we can do to improve the product”.
This response shows that you care about the customer’s experience and want to help resolve the issue. It also allows you to learn more about what the customer did not like so that you can make improvements in the future.
Do Not Be Afraid to Apologize.
Sometimes, the best way to deal with a negative comment is to simply apologize. An apology shows the customer that you understand their frustration and want to make things right.
Of course, you should not apologize for something that was not your fault. But if there was a mistake on your part, or if the customer had a valid complaint, an apology would go a long way in diffusing the situation.
Some people just want to feel and be heard. In these cases, a simple apology may be enough to resolve the issue.
Use Positive Language
It is essential to use positive language when responding to negative comments. However, this does not mean you should ignore the problem or act like everything is fine. Instead, focus on finding a resolution rather than dwelling on the negative.
For example, instead of saying, “We’re sorry that you had a bad experience”, you could say, “Thank you for bringing this to our attention. We want to do everything we can to ensure your next experience is better”.
This response shows that you are committed to resolving the issue while setting a positive tone for the rest of the conversation.
Use Negative Comments to Improve Your Business
Finally, it is important to remember that negative comments can be good. They allow you to improve your products or services and show your customers that you care about their experience.
As a business owner, you should always look for ways to improve. So, if you are getting a lot of negative feedback about a specific aspect of your business, use it as a chance to make positive changes.
So next time you get a negative comment on social media, do not panic. Instead, just follow these tips, and you will be able to handle it like a pro.
We know that most business owners like you find responding to negative customer comments difficult. But it must be done. Consistent marketing success requires a systematic approach, one that is based on a proven strategy. So, how can you get there? Start with our Marketing Essentials Assessment.