5 Methods to Managing Negative Comments on Social Media
Social media is undoubtedly this generation’s tool to broadcast opinions, interests, experiences and concerns. Unfortunately, some of these online statements include negative comments. As a business owner, it can be hard to keep your customers happy. In fact, it’s nearly impossible to please everyone. Despite your best efforts, consumer dissatisfaction can trickle down your social media pages. But what is the best route in combating negative comments? Here are some tips.
5 Ways to Deal with Negative Comments
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 free 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 correspondence 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 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 credibility. However, it is acceptable to delete posts that go against generally accepted social media guidelines such as hate speech and spam.
Negative comments are inevitable in the realm of social media. Manage negative comments by being proactive, acting fast, acknowledging complaints, having a private conversation and not deleting them. Just as customer service emphasizes respect and humility, managing your online feedback should be no different.
Photo Credit: Wikimedia CommonsWritten by Erika Taylor Montgomery
customer service, negative comments, Social Media