How to deal with negative comments on social media and on the blog
Positive feedback is always lovely, but even more often, you will have to face the dark side of virtual communication: negative comments on your site or social profiles.
If you want to start the article with a quote, the obligatory question would be, “What to do?”: Ignore the messages? Not exactly a brilliant idea. Below we explain the right strategy to understand the most complicated cases better.
If you have developed a project with a Jimdo site and are the owner of your business, you may like the idea of having direct contact with customers. At least in most cases. It must be said that the virtual world is entirely different from the real one: criticisms can be formulated and posted on social networks anonymously and be full of half-truths that could mislead other potential customers.
If you have a company Facebook page or have the comments function active on the site, you are probably already aware of this type of problem. To better understand the issue, we will divide the negative comments into two categories:
- Criticism from disappointed customers: Customers usually express their disappointment at expectations that have been disappointed. This type of criticism can be constructive and give you a chance to understand the overall impression of your products or services.
- Criticism comes from the so-called “trolls”: the only purpose of these users is to provoke a reaction, preferably angry, and to wreak havoc on social networks.
So what is the best way to manage such comments without neglecting the pleasant task of building and maintaining customer relationships?
React with measure
Some companies like the top online casino have become known for their particularly witty and funny responses on social media. If you are the head of a small company or a freelancer, it would be best to respond carefully to user comments, especially if you’re not communicating with an annoying troll but with actual customers whose criticisms could be constructive.
Responding to comments: what to do and what not to do
Here are some guidelines for responding on social media and your site:
- Keep Calm: Take the time to think and write a response. Measured responses are increasingly constructive and help your user or customer solve a specific problem, making you look trustworthy and professional.
- Distinguish between a criticism and a rant: try to understand when the comment is a helpful criticism for you and the client or if it is a complaint with no actual content.
- Show understanding: Do not react impulsively and emotionally, but show empathy for the communicated problem.
- Offer solutions – is there a problem? The best way to deal with it is to find a solution. A response like “Write me a message privately, and I’ll try to do what I can for you” could blow away those who wrote negative feedback about you.
- Be transparent: Did your product/service not meet the user’s needs? Was there an error or a malfunction? It’s okay to admit both; the important thing is to apologize correctly.
What are the mistakes to avoid:
- Attacking the user: Is the customer wrong? Clarify your point of view effectively and never emotionally.
- Using language unsuitable for the situation: the answer must be clear, intelligent, and understandable. Using big words or technicalities doesn’t help anyone, just as it’s best to curb the temptation to use a condescending tone.
- Take it personally: we are sure that the project you have developed is significant to you, but do not let the passion for what you do negatively affect the relationship with your users and potential customers.
Delete comments only in exceptional cases
Don’t panic when you read negative comments. Through clear and reasonable answers (sometimes even ironic!) You will show your customers how important their judgment is for you, and you will positively impress the undecided who still do not know whether or not to buy your product or service. You will get two results with a single action, which would not happen if you just wiped out the criticisms.
In some cases, the situation can degenerate and become unmanageable, for example, when an interminable discussion arises from a single negative comment. In this case, you can consider hiding messages: on Facebook, for example, a simple click is enough, and the user will never know.
Bad reviews? Ask why
Customers often choose a service that can be rated on portals such as Yelp, Trustpilot, or the best au online casinos. For example, restaurants try to avoid bad reviews as much as possible: 2 stars could easily and quickly destroy a good reputation built with difficulty over time.
But don’t get desperate.
It is possible to respond to evaluations on many platforms, so it will be straightforward to ask the user for clarification on what happened publicly or via private message.
Are you able to explain? Do it politely but firmly and apologize for any mistakes you make. It may be helpful to “invite” the user again and ask for the evaluation to be corrected. This also shows that you take your customers’ opinions seriously and that the negative criticism was probably just a small warning and not an unquestionable judgment.
There is nothing better than to start promoting your business on social media without forgetting the importance of one of the main ones: Facebook.
Positive criticisms? Don’t forget to say thank you
Fortunately, adverse reactions are only the unpleasant aspect of virtual communication. You’ve probably already gotten plenty of compliments on your project in the guest book, blog, and social media. When this happens, do not forget to thank and make public recognition and satisfaction for the results achieved.
Reply to your users and start a conversation with them, this will make them happy, but it will also be the first step in building a loyal and enthusiastic community for your brand. It never hurts to show potential customers this kind of attentive attitude towards their possible future needs.