No matter how hard your company tries to create quality products and/or services, as part of a competitive market that operates in digital media, you are not exempt from learning how to handle negative comments or criticism on social media .
In this article, we will give you some tips to help you learn how to do it correctly.
Dealing with negative comments on social media is a social media marketing service common practice these days, as consumers become more demanding and it is more difficult to meet their expectations 100%.
Keep in mind that social media is a bridge that connects brands with consumers, so it is a safe space where they will go to make their complaints and therefore, an important letter of introduction for your company.
Leaving comments on social media or references on search engines is a way for consumers to get your attention and do something to change their experiences as customers.
With inbound marketing and other business philosophies that encourage companies to justify the quality of their products and services to consumers with valuable content, success stories, and growth statistics, it shouldn't surprise you to find consumers expressing their discontent without having such information.
On the contrary, you should consider their comments as the impetus for a new process of reflection, analysis and monitoring of the processes that are being carried out in your company, to evaluate which actions are being executed poorly or, failing that, which should be changed so as not to make the same mistake again.
Hubspot research reveals that 79% of consumers trust more in the comments they see on a website or social network about a product or service and 77% of them check the comments of a product or service before making a purchase.
The good news is that in most cases, a negative customer experience could be turned into a positive milestone if the complaint is handled and resolved properly.
That's why we'll give you some tips below to deal with negative comments or criticism on social media without publicly damaging your reputation or that of the client:
Tips for handling negative comments on social media
- Respond in a personalized way
No matter what negative comment or criticism you have received on social media , always respond by addressing the person by their name and mentioning the account in the comment.
You can start your response with: “Hi Jhon! Thank you very much for your observation” and at the end, mention the user.
This shows that while your company may have been uninterested in meeting their needs at one point, at least you are doing so now.
The person will be able to take your response more easily and appreciate the gesture, which makes them feel seen and taken into account. Let that person know that their comment, although negative, is important for the growth of your company.