Responding to Negative Feedback on Social Media
If your business is on social media, occasionally you are going to come across an unhappy customer or a negative comment. Are you prepared to handle this situation if it happens?
Here are simple tips to ensure it goes smoothly:
Stay Calm - Your business is your livelihood and you are proud of it, so any negative feedback is going to feel personal, but you can’t let that influence your response.
Don’t delete - Unless the comment is inappropriate, attacking, or violates the Terms of Service of your page or Facebook in general, do not delete the post. This will likely only serve to further anger the original poster.
Respond Promptly – Respond as soon as you see the post or tweet. The longer it remains unanswered, the more it will seem to other followers of your account that you don’t care about customer service.
Request to take it out of public view – Ask the poster to call you or send a private message or email– whatever makes the most sense for your company – to get the conversation off the page and to be resolved. Once it is out of the public view, it will soon be forgotten by any users who have seen it.
Careful monitoring of your social media channels will enable you to respond swiftly and appropriately. Doing so will enable you to foster conversations with your customers and gain insight about how you can improve your business going forward.