Negative Comments: How and Why You Should Respond
Negative comments and criticism are a part of being a social media-savvy brand.
Your online reputation will be affected by how you deal with negative comments, regardless of whether they are from an unhappy customer or someone who has been misunderstood.
Negative comments have been successfully addressed by well-known and well-respected consumer brands worldwide.
If we follow their example, we can learn to react and act to negative comments before they take a toll on our online reputation.
We'll be looking at some of the most effective review management tips to help you make your job easier.
How do you handle negative comments on social networks?
Negatively responding to negative comments is the absolute worst thing that you can do to your brand.
This will give your angry customer even more ammunition to argue further.
Every comment should be replied to, regardless of whether it is positive, negative or neutral.
Maintaining good public relations is essential for brand building. This helps you to connect with your followers and enhance your brand reputation.
Social media tools such as SocialPilot and Agorapulse are essential for monitoring each mention or comment.
‘The customer is always right.’
It would help if you did not disagree with the customer's view. However, it is okay to apologize to them. This should be your first step.
A representative of your company must apologise publicly if your company is involved in a media scam that has resulted in numerous negative news articles and comments.
A post should be published by the CEO or founder of your company admitting that a mistake has been made, and explaining the steps being taken to rectify that mistake.
If you don't normally do this, don't promise to return money or replace the product if the customer isn't satisfied. First, analyse the problem. Then, explain to the customer what you can do to fix it.
It's difficult to remain calm when you have received rude comments and negative sentiments about your brand. However, to save your brand from further negativity, you need to be polite.
Even if customers use bad language, do not respond with any bad language yourself.
Yes, we understand that it can be difficult to handle negative comments when you’ve poured your heart and soul into something you love, however, responding negatively or using bad language will not solve the problem.
Your loyal customers will be less likely to trust you if you are rude to customers. It will show that since you are capable of speaking to others this way, you may speak to them this way too.
You can resolve the issue by moving the conversation away from a public platform. Ask your customer to send you an email or direct message, or to call customer service.
Do not start fighting with words in the comments thread. Customers who are upset will post dozens of negative comments about your brand. If you want to save the brand's image, you and your customers must discuss the issue one-on-one.
Customers don't like automated responses. Personalize your message. Show your concern for your customers.
Do not make let angry customers wait for your response. Respond to negative comments within two hours. Otherwise, your customers may think that you are neglecting them.
Companies make the most common mistake of not giving explanations to customers, and customers feel frustrated as a result.
It is important to explain the exact cause of the problem and how your company solved it. Demonstrate how hard your company worked to make customers happy. This will ensure you achieve positive results.Step 9.
Everyone makes mistakes. Don't panic if your company has made a mistake; there is always a way around it.
Negative comments should be considered as information. To find out what customers dislike about your products and corporate policies, take the time to read through every comment. This will allow you to find ways to improve your products and help you take your business to new heights.
After identifying the problem, create a plan for fixing it. You should admit your error and explain to your customers the specific steps you plan to take to resolve it. To make your customers trust you again, show them that you care.
How do you handle negative comments about your brand?
Negative comments on social media are impossible to avoid. However, it is possible to reduce their impact on brand image by following the above steps.
Contact EWM for support and advice on how to manage the success of your brand and create a successful brand image.