How should you respond to negative feedback, online about your business?
One school of thought is that negative comments should be ignored as this avoids an online 'troll' session developing. There is another school of thought that says a negative comment should never remain unaddressed, as it stays online for people to see for ever. There is a third school of thought that says, if there are more positive comments than negative comments then best to do nothing.
It does come down to personal preference, or even how confident you feel about handling negative online comments. If someone was standing at the counter of your store making negative comments about you while within earshot of other customers, would you ignore them or would you respond in a positive manner?
There is another way of looking at it. Consider negative comments as an opportunity to create some goodwill. Negative feedback indicates a poor customer experience, irrespective of how many other positive comments there might be. Do you want to continuously improve the customer experience? If you do, the negative feedback is the catalyst for change.
First rule should be to avoid getting into an argument. In the eyes of the complainant, their concern is real. Butting heads with them by presenting an opposite perspective is unlikely to create change.
How accurate is the complaint. Consider inviting the complainant to contact you directly, offline, for a conversation. Apologise for any inconvenience. Establish the facts and compare the customers version to your company records. Only apologise if it is true that you got it wrong.
Work with the customer to find a way to improve how the customer feels. It might be a refund, a replacement, a discounted offer or something else. Leave the customer feeling that they have been heard and listened too.
Whenever you have an opportunity to achieve a positive outcome with a complainant, return to social media and without any judgement, outline firstly the process used to work with that customer and the outcome and secondly, the steps you have taken internally to ensure the issue doesn't arise again.
Finally, assure all your social media followers that you treat all complaints in this way and that you welcome their feedback in an effort to constantly improve the customer experience. In this way to conduct yourself online in a positive and constructive manner, with respect for all others.
Call John on 0458 913 933 or email us with your interest in talking about how you manage your online content. When you work with me you only have to have one conversation, you recieve unbiased advice and have access to the level of expertise necessary to meet your needs - while all the time I oversee your project.
So that you can Reach, Act, Convert and Engage with your audience.