Undoubtedly, Social Media has become one of the powerful advertising & brand building tools for the companies and entrepreneurs in current digital era. It plays pivotal role to support the corporations through helping them to connect, engage and establish trust with current as well as prospective clients. Thus, social media remains a powerful force to increase brand awareness while websites get optimum traffic to ultimately boost up the revenue.
William Shakespeare had rightly said in 1623 that “All’s Well That Ends Well.” The fact remains here that nothing is completely perfect and there is ample scope for improvement. Likewise, in a case of individual or corporate house you can’t make everybody happy in this universe so you should be ready to listen to the critical remarks from Social Media platforms as much as you expect eulogizes from all and sundry.
Connecting and engaging with the clients or fans is a great way to establish trust and loyalty. Should you also remain well prepared for negative comments on your social media pages as well?
Although, every case is different, here is a list of the ten effective ways to handle the negative social media feedbacks:
1. Respond with a proper solution:
You should respond to your unsatisfied customer in no time with a proper solution. Conversation between a customer and an organization on the Social Media is the epitome of transparency. Take additional care and offer proper communication to them. It is bound to leave an impression that you have nothing to hide and you care all.
2. Acknowledge your mistakes:
Customers are well aware of this fact that no one is perfect in this world, so instead of hiding the mistakes, you should rather acknowledge them to let that particular unsatisfied customer entrust a renewed faith on you. Once you acknowledge your mistakes, the consumer would stop blaming your company for such issues. Thereafter, you can help one find suitable solution.
3. Start conversations offline:
Online conversations are in public eye and might prompt others to join in, so it is always better to start offline conversations. Direct offline communication not only prevents the situations from escalating but also calms the person down.
4. Don’t delete unless absolutely necessary:
Deleting negative comments will present a negative impression of your company. By giving proper solution you will set an example and show other viewers that your company always cares and takes the complaints seriously.
5. Do not lose your temper:
Before replying to a negative comment, you have enough time to plan your response. Reply only after understanding a problem and getting proper solution of that issue being raised. You can use Google alerts to track the negative comments. Don’t ever take the comments personally – even though they might be – and respond with a level head.
6. Reply from a writer:
Your response should not have grammatical or factual errors so it is best to get a reply written from any professional social media content writer. Apart from command over the language, he/she understands the Social Media paradigm.
7. Resolve it—even if it costs you:
Sometimes, it is a wise idea to resolve clients’ issues even if it costs you. Negative reviews can highlight your weaknesses in front of the potential and existing customers. Whatever price you have to pay, it is a great idea to present your company among the potential customers that your business values people.
8. Take a screenshot:
Take screenshots of negative messages in order to use them as an evidence or document in the future. Apart from future training, screenshots can also be used as a proof for the legal matters, if any.
9. Don’t entertain the social media trolls:
It is a proven fact that some people just want to cause troubles. So, don’t let negative biased messages spread. Handle them with 100% genuineness. Since social media is a highly visible and public forum, it can prevent potential customers hence maintaining transparency is a must.
10. Offer an incentive:
If a consumer is not satisfied with your explanation, you can try offering a business service or a discount to calm the situation. And, it most probably will convert that particular complainer into a satisfied customer.
Most companies or entrepreneurs use social media for brand building purposes. But, in a meanwhile, they should also be prepared to deal with the unhappy customers on regular basis. A negative message viral on the Social Media can mar your online reputation hence try to offer them solution- even if it costs you- to convert them into good and long-term advocates for your brand.
You can hire a professional social media enthusiast at SEO Content India to manage your all such social media activities. He/she will create contextual Social Media Pages and update them in compliance with your company’s content policies.