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5 Tips on How to React to Negative Reviews on Social Media

Posted on: Tuesday, December 8th, 2015

Negative Reviews

Social media provides an invaluable tool for 21st-century businesses, especially those who don’t have the money or resources for big-budget advertising. It’s a cheap and efficient way to connect with your target market and engage directly with potential customers, all while promoting your business to a widespread online audience.

Social media tools such as Facebook and Twitter promote contact between consumers and businesses through features such as comments, which allow them to communicate directly. However, this feature has a downside; just as customers can leave positive comments that encourage those who see them to visit your business, so too can they react with negative comments that drive others away.

The key to utilizing social media effectively, then, is to know how to react to these negative comments while still maintaining the original marketing purpose of your business’ social media accounts. Here are a few tips on what to do when you receive negative reviews on social media:

  1. Understand the issue.

If a customer is leaving a bad review, there has to be a reason behind it, and understanding what that reason is will help you both with pacifying that specific customer as well as improving your business as a whole.

  1. Respond promptly.

Social media sites such as Facebook have billions of users, and the longer you take to respond to a bad review, the more people will see it and form negative opinions of your business. Make sure to respond as soon as possible to put a positive spin on the review for others to see.

  1. Be polite.

Although the Internet can be a forum for inflammatory language, it is crucial to remember to stay professional and always be polite, even with a customer who wrote a particularly strongly-worded review. Respond to the review by offering your apologies, and doing your best to fix the situation that the customer has written the complaint about.

  1. Take it in stride.

Remember that one bad review is not the end of the world – as long as it is balanced with numerous positive reviews, your business will still attract customers. Bad reviews can also make a business more credible by showing that it has real customers, rather than just reviewers paid to leave positive comments.

  1. Watch out for defamatory reviews.

Although removing bad reviews or comments simply because they don’t promote your business is not a good practice, defamatory reviews or those that create a false image of your business can be highly detrimental and should be removed. You should report defamatory content on the social media site.

With Social Connect by your side, we’ll do our absolute best to make sure that negative comments on your social media channels are far and in between! Be sure to check out our social media set up packages to improve your business’s online presence!


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