Best Practices for Responding To Critical Comments on Social Media
The social media world is something businesses can use to interact with the public and drive sales. However, if somebody leaves a negative comment on one of your pages, it can spell trouble. How do you respond to bad comments? What is the best way to handle the situation? Keep reading for a few of our tips!
Keep a Cool Head
Some people post comments to pick a fight and stir up drama. You can’t let them get to you. If you do, you will lose your head and make your business look unprofessional. Take a deep breath and clear your mind of unsavory thoughts. Remember – any comments you make will be available to read by all your followers.
Respond Publicly As Quickly As Possible
Once you receive a message, you have to act. You can’t wait a few days before you type out your first sentence. Word travels fast in social media. It only takes a few hours for thousands of people to communicate and collectively tarnish your reputation. It helps to have a response prepared ahead of time, but your script might not work in all situations. Be ready to handle whatever comes.
Don’t Delete the Comment
No matter what, don’t delete the offending comment. You will look like you have something to hide and don’t care about your customer’s satisfaction. However, it’s fine to remove comments that are highly inappropriate. If someone makes racial remarks or posts pornographic images, take them down. If you don’t, you will only receive more complaints and make the situation worse.
Use a Pleasant, Positive Tone
Above all else, use a patient and understanding tone. Let the person know you care about their opinion and want to set things right. If you decide to offer a discount or refund for a product or service, do it privately. You don’t want other people to pretend they’re unhappy so they can get perks, too.
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