On social media, companies often wonder how they should react to negative comments. However, negative comments are also not to be feared on social media, but should be treated properly. Well-processed reviews give a thoughtful and attractive image of your business, which improves your business image. Let’s look at some ways companies react to feedback in general and what the pros and cons are. Lastly, I kept what is definitely the best in the cases I follow.
Delete negative comments
This is an irritatingly common response to comments. In the digital world, everything is left behind and usually the mover just moves the clothes the next day. In any case, if a negative comment is appropriate, I do not recommend deleting it. Defamatory, inappropriate and personalized comments are a separate issue and do not need to be kept on the company’s Facebook page. Leaving inappropriate comments and discussions on your own devices is also an important skill.
lack of response
This is an even worse option than deletion, which unfortunately can still be seen as a practice for some companies. Even a waitress in a restaurant can turn her back on a customer who gives her opinion and simply walk away. Usually that customer yells louder. The same thing happens on social networks. I think the most common reason for non-response is the lack of a social media person in charge of the company and the fact that they don’t automatically find volunteers to respond to negative comments.
Apologies, of course, are a natural way for a company to react to negative feedback. The customer basically apologized for the interaction and is of course expecting a reaction. The problem here is that apologies for what happened easily become a bit of a pretext or buzzword. However, this is an absolute minimum level that a company should aim for when it comes to negative comments on social media as well.
Apologize and tell us what you will change in the future
All the research and writing I have read on the subject supports this option. It will immediately indicate to both the offended customer and everyone else who has seen the post that you are reacting objectively to negative comments. Also, when you write a response to negative feedback that tells you about changes in your future behavior, you avoid unnecessary circular responses.
With these actions, you demonstrate a genuine interest in the customer experience and a bold response to problematic situations. This is where social networks roll: in few debates there is time to react as much as in social networks. In addition to this, strangers will see that your business is handled with honor and care.
Correctly processed feedback becomes marketing
No company wants negative comments and even fewer want them in public. However, if handled properly, negative feedback can also translate into marketing. For example walmart turned negative feedback into their marketing by beginning to respond to customer feedback exceptionally well and thoughtfully.
In social networks, a company can receive negative comments from the public, but in no way should it be feared. With a good social media strategy, even negative feedback is handled objectively and quickly so that customer engagement and marketing can continue effectively through social media channels.