There’s no doubt social media is a very powerful tool for businesses to nurture their audience, grow their brand, benefit from word-of-mouth and generate targeted leads.
However, it can also encourage disgruntled customers to publically complain and leave a negative review or negative comments on a business’s social media page.
Dealing with dissatisfaction through comments on social media for everyone else to see can be quite uncomfortable and has been one of the main reasons some businesses have delayed joining social networks.
But there are ways businesses can turn a negative comment on social media into a sales opportunity.
Acknowledge the negative comments fast
You don’t want to show the rest of your community you’re slow at customer service. This is why it’s important to monitor a few times a day or at least once a day your accounts.
If you published something on your Facebook page recently, then quickly look if anyone has left negative comments on the post that needs to be addressed. Or if you have a review tab on your Facebook page, check if anyone has left a negative review.
The same applies if you have a Twitter account or Instagram account. If you published anything recently, then check at least once a day to see if any negative comments have been left.
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You can also be notified by email instead, if you prefer. Simply enable your email notifications. To enable email notifications on Facebook, simply go to your Facebook page and click on “settings”. Then, click on “notifications”. Enable the tab that says “Get a notification each time there is activity on your Page or an important Page update” this way you’ll get an email in real time. Turn on both the “new page review” and “new page comment”.
On Twitter, click on the three dots on the left hand side, then click on “settings and privacy”, then click on “notifications, choose “email notifications”, enable “new notifications” and enable “daily” so you are notified about comments on social media in a timely manner.
Be their friend
Then, remember to treat the disgruntled customer like you would a friend, and really listen to their concern. Your negative review response could be “Thank you for letting us know, we’re really sorry you had a bad experience” can really go a long way.
And remember to also address them by their first name, so you maintain a friendly tone. For example you can say “Thank you Samantha for letting us know you’re disappointed with your order, we are looking into it and will get back to you as soon as possible”.
Send private messages
Then, end your negative review response by letting them know you’ll message them privately. A mistake to avoid with a negative review response is offering a solution publicly. Offering discounts or gifts publically might invite more people to complain to get the same treatment.
Therefore, an appropriate response to a negative comment on social media could be: “Thank you Samantha for letting us know, we’re really sorry you had a bad experience. I’m sending you a private message now to get this resolved as soon as possible.”
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You can find examples of negative comments on social media on Domino’s Pizza’s page. One of their negative review response recently was:
“I apologize for the service you have received, Jas! Please contact our India team directly at facebook.com/dominospizzaindia or dominospizzaindia@gmail.com for further assistance” soon after a customer stated on social media that their pizza took an hour to be delivered.
Once the communication between the customer and you is private, offer a solution to show you’re willing to make it right.
Examples of negative comments on social media could be “I placed my order 2 weeks ago and still haven’t received it”. If that’s the case, look into why they haven’t received it yet first, and then explain the reason and offer them an alternative solution. For example your answer could be “we have tracked your parcel and it looks like it is arriving on Tuesday, please let us know if you don’t receive it then”.
Other examples of negative comments on social media could be “The item I received was damaged”. If that’s the case, provide them an email address where they can send a picture of the faulty product.
Turn customers into brand evangelists
Handling a negative comment on social media fast and effectively can be a great opportunity for businesses to show publicly what a great business they are and how much they value their customers. In fact, dealing with these publicly can display an unmatched level of transparency and set some businesses apart from their competition.
When dealing with unhappy customers and their negative comments, you can choose to go a step further, and turn these customers into evangelists, by following up with them on social media, asking how they are, and if they were happy with how their concern was handled.
Alternatively, if the issue they raised in their negative comments was justified, you can offer gifts such as discount coupons for their next purchase, a free product or even send a card by post apologizing for the problem they encountered.
This can lead to the customer raving about you to their friends or even publically on social media. It’s not uncommon for people to post comments on social media about how happy they are about nice gestures made by businesses to resolve an issue and they sometimes go as far as taking pictures of what they have received from a business and publishing them on social media.
These comments on social media really act as word-of-mouth marketing for the business and portrays them as the shining example of excellent customer service.
Avoid costly mistakes
The biggest mistakes to avoid when receiving complaints, are ignoring the messages altogether, or even worse, deleting them.
This might lead to the problem escalating and make the business look like they have no transparency and no willingness to listen to the customer and no willingness to resolve the issue.
The only time a brand or business could consider deleting some comments on social media, is if they are inappropriate, offensive, rude or fake and unjustified.
Remember, social media is a great opportunity for you to experience free marketing and word of mouth, and it starts with quality customer service.
Check out this infographic on the importance and benefits of giving attention to the compliments on Social Media for businesses. Click here
To find out more about social media marketing and discover more social media tips, make sure to watch the video above and check out the article: Improving Your Online Presence with Social Media
Created by https://talkdesk.com
Here are the best practices to boost your customer service across channels
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About the Author
Corinna Essa is known internationally as the go-to person when it comes to social media marketing.
Corinna owns a social media marketing company helping businesses around the world leverage the power of social media without doing any of the legwork. Her company has been featured in many media outlets including Sky Business news, Working Women magazine, Ymagazine, Tasmanian Times, Channel 7 and 101fm.
Corinna is also the author of 2 bestselling books “Money On Demand – The 16 Fastest Ways to Becoming a Millionaire Online” and “Reach: The SECRETS to converting your social media audience into your network marketing downline fast”
It’s not easy to deal with negative comments. I am always controversial in my comments and needless to say I faced a lot of rejections. It used to hurt very much at first but after awhile, I somehow get used to it and it hurts lesser and lesser as time goes by. Great tip by the way!
You’re right, it’s never easy! But keep on focusing on delivering the best value you can deliver, that’s what matters the most.
Handling negative comments is all a part of ensuring that your online presence remain untarnished.
Hey Corinna, Nowadays it’s very hard to handle negative comments. But after reading your tips I will handle some of the comments. Thanks.
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It can be really worrisome if someone leaves a bad reply on your social media to handle especially if you’re running an online brand.
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It can be devastating if you get negative comments on your social profiles especially if you are a brand or company. You just need to make sure you reply to the comments so that other users know you see them which will allow you to answer them.
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Yes, you’re correct. Quickly responding to criticism can help it become a positive answer, and we should always be modest and prepared for any kind of reaction.
Since social media is a huge tool for business growth, one should always be thinking about their audience.
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It is the worse thing when you run an online brand and someone leaves a bad comment on your social media platform
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Dealing with negative comments on social media can be challenging, and this article offers practical strategies to tackle such situations effectively. The step-by-step approach and the tips shared here are valuable for businesses looking to manage their online reputation. I appreciate the emphasis on empathy, timely responses, and turning negative experiences into positive ones. Thank you for providing guidance on handling negative comments in a professional and constructive manner.
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The actual part is ‘If we get negative comment means we are creating some impact over the competitors’. As there are people working for positive side, there are also equal negative too.
Your article is too biased & made me to think in another view.
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