Negative complaints are a part of any thriving business – be it online or offline. That being said, it is important to see to it that such comments are dealt with amicably and most importantly in a manner that doesn’t tarnish your good name on social media.
A recent survey by The Harris Poll firm showed that when a company addresses the complaint directly, the concerned consumer often deletes the negative feedback and often become loyal customers.
The survey also highlighted that 33% of customers who received positive response after posting a negative review deleted their harsh comment(s) and replaced it with a positive review of the company.
Never Delete Comments
Deleting data on the internet is rarely possible, as it in one way or another leaves a trace somewhere. More so deleting the comments wouldn’t really serve your purpose. Removing the comment would also mean that you’re trying to hide something or are too ashamed to let others know about your flaws.
Also, deleting the review can be provoking the author to keep on complaining and tarnishing your name until their point is proven. All the same, if the comments sway on the grounds of derogatory language or racism then you can surely block the user.
Immediate And Positive Reply
Replying immediately satisfies the affected person at some level. Also, bad information tends to spread like wildfire, by replying in good time you’ll simply be avoiding being answerable to thousands of people. Never leave a negative comment on-hold for more than twelve hours.
Keep Your Cool
Never react aggressively. Take a few minutes and collect your thoughts and know how best to reply to the commentator. You want to avoid carrying on with the argument as much as you reasonably can. Don’t try to defend yourself and also try to avoid attracting attention to the comment.
Try The Inbox Option
The wisest thing to do when you want to get to the bottom of the complaint is to take the conversation out of the public domain. This is one of the best bits of online marketing and social media marketing advice. Try to engage the commentator in a one on one conversation. Only be sure that you’ve sent them a PM.
Again, this is not the best time to resort to peace-making deals such as discounts and offers as this may actually encourage others to use this method too. You may later post a public follow-up to clear the air on the issue.
Stay Alert
Most social media platforms nowadays have apps that inform you immediately any activity takes place on your social media account. Be sure to make good use of some of these so you’re always a breast with everything that is being posted about you. This will help you deal with negative comments before they go viral.
Deal With Troublemakers
Be sure to get rid of persons who are just out there to create nuisance. However, this should only used as the last option where other methods have completely failed to yield meaningful results.
Managing your social media marketing campaign requires diligence, patience and dedication. But the same needs to be done with some tact and right tone. Be sure to use the jewels of wisdom above to turn bad publicity into good publicity.
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