Negativity is never fun, it’s never something we look forward to and sometimes it’s something we want to avoid all together. But, we can’t, and we shouldn’t. Being on the forefront of defending your brand and responding to customers concerns and complaints is as important as responding to all the good things, all the reviews and customers satisfaction surveys.
So what do we do when we are faced with negativity on social media?
You won’t be able to respond to negative comments if you have no idea where they are being said. This is where it is incredibly important to listen to what people are saying beyond your official pages.
- Always reply
I don’t think I could stress this enough. It’s very tempting to ignore a bad comment and hope that it magically disappears. But that won’t happen and then you are showing your current customers what they can expect from you and your brand, if and when you are faced with adversity.
- Re-read the comments
Before responding make sure you read the message more than once. You don’t want to misinterpret anything. Remember to do the same thing to your own response. Always make sure it is polite and professional.
- Own up to your faults
If you messed up, own it. Don’t try to pull a fast one on your customers, they won’t take it lightly and they won’t like it.
- Make the changes
Make sure to make the changes that your audience wants. See that the complaints get answered and rectified. Negativity isn’t failure, its feedback. So make sure to use this in order to make your business better.
These are just a few tips that you can use in order to effectively face negativity and use it to not only learn, but make your business better. Using negativity efficiently can help you to create a brand that takes its audiences feedback into consideration, and puts that feedback into play.