At some point in life, we’ve all experienced poor customer service. Perhaps the person serving us was having ‘one of those days’, or there was an unexpected rush of people demanding attention. Sometimes as a result of this, it can leave us feeling a bit unloved - and a bit disappointed. Today, one of the quickest and easiest ways of informing a brand or company that you feel this way is by reaching out on social media - whether that’s reviewing them on Facebook, leaving a comment their latest post or sending them a direct message. Although some brands can get away with their somewhat tongue in cheek replies, it’s important that brands do take some responsibility for these comments - and act on them in a professional and empathetic manner. If you’re company or business has found itself with negative comments, here are three ways that you can handle it like a pro!
Reply to all negative comments
Regardless of whether you feel the comments or fair or not, it’s important that from a brand perspective, you are apologetic that your customer feels like this way. Be sincere and offer a real response to them and that you are saddened to hear that they feel like way. Offer a full apology, and if there’s a way to amend it such as asking them to come back to visit you for a complimentary drink - or discount next time they shop with you. It might be able to soften the experience and show that their custom is still highly valued. Also explain that all of the comments they’ve provided will be listened to, and acted on in future.
Do not delete
In some cases some people might go the whole hog on your social channels - and let loose on how bad an experience they’ve had with the aim to let everyone else see it too. Ensure that no matter what, you do not delete any of these negative comments (unless it harassment or there’s foul language used) as doing so will give the customer more ammunition to kick off at you. Instead, respond to it informing them their feedback has been noted and investigated - and if they want to discuss further, they can contact you direct. By not deleting comments, and responding publicly, you are showing your other customers and followers you care about each and every one of them, and their custom.
No matter whether you’re a small independent company, or a worldwide business, it’s important that there is at least one person who is responsible for running your social media channels - and being aware of negative comments or messages coming in. If there’s only one person handling it, you can put an automated message on to inform customers you’ll get back to them, so if day or so passes by , the’re aware there will be a time delay in getting to them. Ensure that all contact is responded to and feedback sent to the relevant departments, or colleagues to make them aware too.
What’s your top tip on handling negative social media posts? Let us know on Twitter #GBLOVES