Imagine how nice it would be to live in a world where negative comments and "haters" didn't exist. As nice as that would be, it's unfortunately not our reality. There are countless benefits to having your business on social media, but the cold hard truth is that if you're on social media, you're going to recieve negative feedback at some point. It's important to know how to handle negative feedback on social media so that when it does happen, you'll know what to do.
Have a plan.
Don't wait until you recieve negative comments to decide how to react. Create a process for handling negative feedback so you can have a plan of action when the time comes. Having a plan in place will keep your brand consistent and will make the entire situation much less stressful. It's also important to make sure that your company's plan focuses on addressing the problem itself instead of just the complaint. Making the comment go away won't make the problem go away, so focus on getting to the root of the issue.
Respond in a timely manner.
The last thing you want to do is leave time for the negative comments to generate even more attention or responses. People want answers, and they wanted them yesterday. Quick responses show your company's concern and willingness to resolve issues as fast as possible, and will hopefully keep the negative feedback to a minimum.
Don't fight fire with fire.
We all know the saying, and in this case, it's especially true. Responding negatively or defensively speaks poorly of your company, and that's never good. When crafting a response, make sure this person feels heard. This person wants to feel as though their opinion matters, so your response should do just that. Express your concern, and apologize when necessary. We all make mistakes!
Ignoring is (almost) never the answer.
Sadly, you can't just wish away negative feedback. Most of the time, negative feedback stems from real people who want to notify you of real problems. They might just not have the nicest way of saying it. Never ignore negative feedback. Instead, respond as best as you can, and if the person is not satisfied, you can move your conversation to a private location such as direct messaging. Some comments, known as "trolling", are from users deliberately trying to start conflict and may need to be reported. Avoid removing these comments at all costs, as this may lead to more angry comments. Adding a general post stating your community policy may also be helpful to notify those who violate the policy that they will not be tolerated.
Everyone has to deal with negative feedback at some point, so don't take it personally. Negative feedback gives your brand the opportunity to showcase your dedication to your customers and your willingness to resolve issues properly. By creating a plan of action and following these tips, we assure that your brand can handle any negative feedback that comes your way.
Whether you're responding to feedback or creating a campaign, knowing your audience is crucial to your success. If it's millennials you're targeting, understanding their mindset can help you effectively engage and market to them. Check out our guide on how to market to millennials below!