How To Handle Negativity
On Social Media
Social Media is a critical part of digital marketing which you should be utilizing it to its full potential to keep your company growing. However, not every day on social media is a walk in the park. Whether it’s Facebook, Instagram, Google or Yelp, everyone has experienced negative comments at one point or another in their business’ journey. For that reason, it is important to know how to properly handle negative comments.
Let’s take a look at some strategies on how to handle negativity on social media.
Firstly, you need to listen intently to what is being said. It is easy to get defensive. However, doing so will only add gasoline to the fire. Your priority should instead be to:
- Understand the customer.
- Discover what went wrong.
- Finally, recognize what you can learn from this experience.
Letting negative comments go without a quick response can become a big problem fast. That is to say, the longer they go unnoticed, the more they (and others) are likely to think you do not value their time.
Truthfully, customers do not usually care to hear why something went wrong. Instead, all they want to know is what you are going to do to fix it. Your first step should be an honest, compassionate inquiry into what went wrong. Then, open up the conversation into how you can fix it and offer resolution.
Sometimes it’s just best to move the conversation from public to private. Basically, all of your social media platforms offer a private messaging feature. Therefore, asking the customer to move the conversation away from the public eye means you can have a:
- better, clearer conversation
- greater chance of a healthy resolution.
“Sorry” can be one of the hardest words to say. However, sometimes it’s absolutely necessary to do so. If your product or service did not meet customer expectations, an apology is necessary. Even more, it is important to make sure it is genuine and personalized.
Copy and pasted “we’re sorry” messages will not cut it. Instead, make your customer feel the personalized and honest care they deserve. That’s how to handle negativity on social media.
At KARMA jack, social media is just one of the many services our team of digital marketing experts offers your company. Our experts will review your social media with you and guide you to success. We hold our clients and ourselves accountable to have better content and create real results. Are you ready to learn more? Contact us today and we will get started right away!