3 Tips for Responding to Negative Social Media Posts and Reviews
When a customer is frustrated, they often don’t reach out to your customer service line anymore.
For better or worse, they instead share their negative experience on social media.
Negative comments, bad reviews and snarky tweets will always be there. They’re never to go away, and as you guessed, deleting them is not the way to go.
This is your chance to turn a customer you’re about to lose for life into a brand advocate. Yes, it can be done, and it’s much more doable than you would think.
Begin by enacting these three tips when responding to negative social media posts and reviews. You’ll quickly see just how much of an opportunity dealing with negative social media comments presents.
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Never delete negative social posts. Occasionally, it’s ok not to respond.
If someone came up to you at your store, would you ever listen to their angry rant and then walk away without saying a word? If the answer’s no–and we’re hoping it is–, then don’t do the digital equivalent.
Never delete negative social posts or comments. Never. When you do, you feed the fire. You’re silencing the voice of an upset customer, who’s waiting for you to swoop in and help them. When you delete negative comments, you often infuriate the customer. Need proof? See the lengths this upset Subway customer went to.
Though, you don’t always have to respond to negative comments. On occasion, you’ll see comments where the individual is clearly looking to vent, not a solution.
2. Respond quickly, but not too quickly.
42 percent of customers expect a response for your brand within an hour while more than 66 percent want a response within the same day, according to Edison