In today’s era, social media networks have become a powerful “ally” for a business to strengthen its brand and increase its customer base. But what happens when your social media pages are… attacked by a user who decides to write a negative comment?
A negative review will certainly not help your company’s image, but the way you deal with this “crisis” can put you back in an advantageous position. You should therefore handle the situation with respect and professionalism.
Here are some tips to help you deal with negative criticism in the right way.
Don’t blame the customer
When you receive a negative review on social media, it’s important not to respond aggressively. You should show the user who made the criticism that you respect their opinion, even if you don’t agree with it at all. This way, he will feel that you are taking his comments into consideration. At the same time, you should convince him that you are ready to do everything in your power to solve the problem that may have arisen. Never forget that what you write on social media is not only seen by one user, but by all your potential customers.
Don’t delay in replying
A quick and timely response is very important. Many times, you may wish to take your time before responding to a negative comment, but promptness in these situations is key. You may most of the time have a few days to respond to a review, however this should not be the case when the review is negative. Ideally, you should respond to the disgruntled user within 24 hours.
Contact the user privately
When you have received a negative review on social media, you have the option to ask the user to contact them privately, either via private message or email. This way, other users won’t have to see the negative atmosphere that could be created by the successive responses under the negative review. In addition, private communication is probably the best way for you to resolve the problem immediately, while showing that you care about the customer or prospective customer’s opinion.
Don’t take a negative review lightly
When responding to people who post negative reviews on your social media pages, it is very important to show that you take their opinion very seriously. If you respond in a way that shows you don’t take the situation seriously, then you risk not only losing a user who gave a negative review, but also other potential customers who read everything you wrote from start to finish.
* This article was written by Dimitris Kontarakis, Digital Strategist and owner of eSteps and was published in the online edition of the newspaper Eleutheros Typos on Wednesday 25/1/2023