Dealing with Negative Comments from Customers on Social Media
As a business owner, this type of feedback can enable you to make positive changes in the service you provide. You may consider conducting quality checks with your services team, or having a private discussion with your hostess about her demeanor with customers. These issues could have gone unnoticed, but now not only are you aware that they exist, you can work to resolve them.
Provide Accurate Information You may see comments that are misrepresentations of your products or services. Posts such as ‘They don’t even offer a guarantee!’ that are factually untrue (be sure to check first!) can quickly be addressed. A suggested response would be to reply to the post as the voice of the business, correcting this information and providing a link to the page on your website that outlines your guarantee policies.
Respond…Carefully At times, it may be necessary to respond to the negative comments. Depending on the severity of the complaint this may warrant a private message directly to the original poster. Responding publicly, so the rest of your social media community can see, has its benefits as well. When fans see a complaint posted and a timely, thoughtful response from the businessthe perception of that brand can change for the better. The community sees you as willing to help and ‘make things right’.
Dealing with customer feedback on your social media pages should be handled in the same manner as if that customer called you on the phone or came to see you in person. Listening to their concerns and being professional and courteous can go a long way in turning that negative feedback into a positive experience.