The most engaging platform at present is none other than social media. Agree with me? It is a unique public environment that has its own culture and expectations. Not only it helps people express their views and thoughts but it also becomes a platform of opportunity for marketers and brands to promote their products at a large level. No matter how good platform it is but if you’re surrounded by negativity on social media then it might bring catastrophe for you and your business. As a businessman, you might have faced negative comments imposed on your business. Right?
Anyway, no matter how strong or bearing you’re, but if you see customers posting negative comments about your brand on social media, its kinda gives you a shock of 100 degrees. And then you get puzzled about how to deal with those negative comments or make your customers happy again. No worry guys.
My today’s article will talk about who you as a brand can deal with or handle negative comments on social media. So, let’s get started now.
Some effective tips to handle negative comments on social media
Follow the given tips to handle negative comments on social media.
1. Consider every negative comment as a review
Nowadays, every business gets negative comments online from their customers. Some know how to deal and some easily get affected by it. Let me tell you that you must consider every negative comment as a review. Every negative message about your brand is a small review of your brand. Rather than getting affected by it interact with your customers and solve their queries and make them turn those negative reviews into a positive one.
2. Respond as soon as possible
Doesn’t matter if you don’t respond to positive comments but if you do the same with negative comments then your business may have a devastating impact. Your response to negative comments has to be as quick as possible. The more time you take to respond to negative comments the more you lose your customers and business reputation. Make sure you respond to negative comments within 15 minutes. According to a study, 42% of your customers will expect a 60 minute response time and 32% of them expect a response within 30 minutes.
3. Never remove negative comments
I know this point puzzled you to ponder but it’s true. Some brands remove negative comments to save their reputation which is wrong, I tell you why. First, removing a real negative comment from an upset customer will make him angrier, louder, and more frustrated if he visits your site again. Second, negative comments show that you’re an honest brand. But yes you can do block or remove users who abuse the site by posting racist, derogatory, pornographic, etc. comments.
4. Make customer satisfaction as your top priority
I know many businesses’ top priority is only making a profit but they must understand that customer satisfaction is what helps them get more success in the business. No business can run without customers so prioritizing customers on the top will ultimately grow your business. You need to connect with them, understand their concerns, empathize, and then take action to resolve their issues without any delays.
5. Don’t argue with customers, especially in public
If you encounter any negative comment on your site then take it easy and try to handle it politely rather than roaring like a lion. Indulging in an argument with customers on a public platform will only have a bad impact on your business. So if customers become rude then it’s good if don’t respond at all. Therefore, respond only when they mention any specific problem or want any query.
Social media is an integral part of every business. People who have a business page on social media platforms must know how to actively operate or handle it. You will always be surrounded by positivity and negativity. I only suggest, don’t get affected by bad comments made by your customers rather review them and interact with them to turn those comments into positive one.
Above I have mentioned major tips that you can use to handle negative comments on social media. Kindly comment below to let us know how you find this article. For more updates get in touch with us.