Handling Negative Feedback on Social Media
Written by: Caroline Nentwig - January 9, 2017
One of the most daunting parts of social media is often the potential for negative feedback. Many companies avoid establishing a presence on social media altogether just to avoid the possible negative reviews and comments customers could leave on their page. However, your company may not officially be on social media, but that doesn’t mean your customers aren’t…and it certainly will not stop them from talking about the company if they have something to say!
Establishing your presence on social media will allow you to reap its many valuable benefits while controlling the positive and negative feedback left about your business.
Potential customers rely heavily on the words and reviews of current and past customers as they make their decision to purchase. Sure, no business wants a negative review or comment on their page, but knowing how to handle this feedback professionally is a must for the sake of your company’s reputation—on the web and otherwise. We have a few tips that can help you successfully navigate negative feedback and even make it work in your favor!
1. Respond quickly.
Here is where the importance of monitoring your page comes in! Responding to negative reviews and comments quickly shows how seriously you take the feedback and your customers’ concerns. It also allows you to publically rectify the situation, cutting down the time that other visitors to the page see the negative feedback on your page.
2. Apologize and act empathetically.
Negative feedback about your product or service can be a tough pill to swallow. However, it is never a good idea to go on the defense and attack the reviewer. If you are at fault, accept it, apologize, and show your followers the integrity of your business and your outstanding customer service efforts as you attempt to publically fix the situation. If you are not at fault, remember that the customer is always right! Do not get defensive—calmly and coolly apologize that the customer had a poor experience and do your best to fix it. Show the reviewer and other visitors on the page that you value your customers and their feedback and that you will do your best to provide top-notch customer service in response.
3. Request personal communication.
In your response, ask the customer to please take a moment and call the office or to please privately message their information for a customer service representative to contact them personally in an attempt to rectify the situation. This will allow you to discuss the situation and work to make it right—without the entire conversation public for your followers to see.
4. Request that the reviewer please update/amend the testimonial.
If the issue is resolved after the private conversation, request that the reviewer please update/amend the testimonial. Either ask directly during the personal conversation or comment on their review after your conversation, thanking them for taking the time to discuss this situation and letting them know that you hope the matter was handled to their liking. If they add an amendment to their negative review, visitors will see this as a testimony to your supreme customer service abilities: quite literally turning a negative review around to benefit your business!
Having trouble finding the time to keep up with your business’s social media accounts? Let us handle it for you.