Social Media is a digital network for companies and businesses to create immediate communication and advertising to their customers. It encourages dialogue and allows businesses to demonstrate how responsive they can be. But it’s not perfect. Things go wrong. Managing the media can bring about much positivity as well as negativity. It’s important to realize your social profiles act as the face of your brand. As a brand handling negative feedback is crucial to your business or company's success. These tips will help you keep your cool and keep those customers happy.
1. Create a Plan
One of the first things that should be done when creating a social channel for your brand is to create a plan for handling negative feedback, such as a negative comment or review on Facebook or Google+. Preparing for this to occur creates a strategy that becomes consistent when this occurs. This will allow you to see the effectiveness of your feedback with your customers. If you find that your plan has resulted in resolving many issues than your brand may decide to stick to it. Although, if you realize that it is creating more negativity towards customers that you must result in a new plan that is strategized by what worked and what did not work.
2. Own Up to Your Mistake
Everyone makes mistakes and the last thing you want your brand to be known for is hiding and lying on a computer screen. The best way to handle negative feedback is to face it and deal with them head-on. First, recognize the complaint, apologize publicly, and then take the conversation off the social media page to resolve the issue.
3. Don’t Feed the Troll
Social Media is meant to be social. Remember that there will always be negative feedback out there. Many people roam the web and look for reasons to get attention to their own social sites. They troll across social media just to create trouble behind a computer screen. As a business, you know your brand and recognizing a real customer complaint is crucial to identifying a troll on your social site. Handling this is still necessary. Providing facts to prove this feedback to be false will allow other viewers to see the real picture.
4. Take It out of the Spotlight
Social media may not be the best place to resolve complex complaints. Allowing negative comments to the surface without being attended to on your site can affect your brand's reputation. Respond to the bad review or comment publicly, but send a direct message to the person lodging the complaint. Attempting to assist a complex complaint through a tweet is inappropriate. If it is an ongoing issue offer to take it to a convenient forum such as phone, email or an existing support service. This will allow you to provide the best customer service possible.
5. Stay True to Your Brand
Building your business’s brand on social media can result in huge success but it’s important to persistently promote your brand’s message in all forms of communication in the media. Including your plan for handling negative feedback, also, advertisements and posts. Steadily sharing this on social media will concede your customers to consider your continuous brand message. If you represent your message thoroughly and consistently on social media your customers will recognize and respect your brand and what it stands for.
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