Managing your first negative social media comment

When your business is up and running on social media, having customer reviews that you can present goes a long way in turning other potential customers into actual customers. Being able to see reviews from real people who have dealt with a business before can help people make the decision to buy: positive reviews are confirmation that you are a trusted seller.

But what happens when someone tags your company in a message with a negative review?

  1. Firstly, make sure the message is received clearly. Read through the message carefully, identifying the root of the problem, and what you can do to resolve the situation.
  2. Take a screenshot of the message for your records. You can use the screenshot for training purposes or to share with a colleague who might want to follow it up.
  3. Never delete negative reviews. We can’t emphasise this enough. You need to remain transparent with your customer base, and deleting, rather than addressing problems, conveys you have something to hide. The only type of reviews you will need to delete are those that contain inappropriate comments. If someone is being abusive, or derogatory, use your best judgement or refer to your business’ code of conduct.
  4. Time is of the essence. Social users expect a response within 1 hour, so follow up quickly with necessary departments so that you can give a satisfactory answer to their queries.
  5. Stay Calm. There is a tendency, especially when someone is insulting a business you’ve worked so hard to establish, to take negative reviews to heart. Don’t take it personally; draft your response carefully. Remember, your reply will not only be judged by whomever left the comment, but also by all of your followers. Getting into a Facebook spat with a customer is a sure-fire way to ruin a business.
  6. Send your response. Provide an apology as well as a solution: this is an opportunity to turn a disgruntled customer into a satisfied client. Always give that final draft another proof read before sending. Maybe even get a colleague to read it over as well. Ask yourself if you would feel comfortable with it as a reply to one of your own queries.
  7. It’s not over just yet. Make sure you monitor the situation; just because you’ve addressed the customer’s issue doesn’t mean the dialogue between you and the customer has come to an end. Continue to monitor social media to track any responses and any activity that happens afterwards.

Having customer reviews on your side can go a long way to increasing your business. To further increase your presence online, SEO services can boost you up the list on search engines such as Google, to make sure you are the customers first choice.

 

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