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Having to deal with negative feedback on social media is never a fun thing to do. However, if you are put in that position to have to respond to someone who did not leave a good response on your page, there are certain ways to go about it to make sure you are handling the situation in a respectful and professional manner. Here at Social Eyes Marketing, we understand it can be very frustrating to have to deal with those comments and you may not know how to respond either. That’s why we have some tips to help you out.

5 Ways To Respond To Negative Comments

  1. Don’t Put The Blame Back On The Customer
  2. Response Time Is Critical
  3. Take The Conversation Off The Internet
  4. Always Be Respectful
  5. Take It Seriously

Don’t Put The Blame Back On The Customer

When dealing with negative responses, it is important to not send a negative response back. As much as you may disagree with their comment for whatever reason, it is not wise to fight fire with fire. Rather than responding back with negativity, show the person that you are listening to what they have to say. This will make them feel that they are being heard and you are proactively doing something to fix whatever comment they wrote. This is a much better approach. Remember, whatever you respond back with, others can see what you say. If you don’t respond professionally you may lose potential customers or even worse, loyal customers.

Response Time Is Critical

Responding back in a quick, timely manner is very important. If you take a while to respond to the customer with negative feedback, then the negative responses are just going to keep coming back. A good window of response would be anywhere from 24-48 hours. The reason why the response time is so critical is it reflects on your company’s public relations. The longer you take, the more it shows to that person, and others who have seen the post that your company does not care about what your customers have to say. Building a good repor with your customers is what is going to make your company thrive. That being said, it is always good to get back to those customers who left those comments so you can fix the issue as quickly as possible to let them and everyone else reading it know that your company cares.

Take The Conversation Off The Internet

To take the heat off your back with everyone seeing the negative comment online, a good idea is to ask the person who wrote the comment if they could talk about the issue either via email, direct message, or for them to give you a call. This way, others won’t have to see the negativity coming on to your social media. In addition, this is a better way to fix the problem more directly. This shows that your company cares by taking time out of your day to directly fix the issue of whatever that person’s complaint was.

Always Be Respectful

The Golden Rule, “treat others the way you want to be treated”, applies perfectly in this situation. Showing a respectful and professional position on social media is very important when it comes to dealing with negative feedback. Being able to get your point across while remaining courteous makes you and your company look a lot better. You can handle any situation or any comment by being respectful. The ones who write the negative comments are looking for you to slip up and want you to dish back what they said to you. Not only will you be able to diffuse the situation quickly with respect, but it will also show others reading online that you know how to handle tough situations and you will gain more credibility as a well-run organization.

Take It Seriously

When responding back to people who send negative feedback on your social media pages, it is important to show that you are not taking the matter lightly. If you respond to the person in a way that shows you are not taking the situation seriously, it will show to them and others reading, that your company does not care about what your customers have to say about your products or services. Showing that you are going to take matters into your own hands and fix the issue will let the customer know that they are being heard. If a customer feels heard, it will disseminate the situation a lot quicker and therefore won’t be any prolonging problems down the road.

No one wants to have to deal with upset customers on social media, but unfortunately, it does happen quite often. If you are going to have to deal with that, it is good to have a general idea of what you should say and what not to say so you can get out of that situation without having too many headaches and you can move on with business as usual.
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