When you’re in business, positive comments on social media profiles like your Facebook and LinkedIn pages, and feedback on third-party testimonial sites such as Yelp, can make you feel like all of your hard work is paying off. Conversely, getting negative feedback can be discouraging.
However, negative comments are actually opportunities to cultivate customer loyalty. Yes, it’s true!
Learning how to respond to negative comments in social media will help you turn those unhappy customers into die-hard fans.
1. Respond quickly.
The last thing your customers want is to feel like they’re being ignored. Even if you have to look into their issue, there’s nothing wrong with communicating that you’re investigating their concern and will be in touch as soon as possible. Just make sure you leave a response once you’ve figured it out.
2. Be sincere and transparent.
If there’s an issue with your products or services, let your customers know that you’re aware of the problem and are working on a solution. Leave the script behind and communicate your genuine concern and commitment to addressing their issue.
3. Give a discount.
Sometimes people just need to know that you understand their frustration. When you back up a thoughtful response with a discount, you don’t just tell them you understand — you show them. Think of a small discount as an extra token of your appreciation for their business and for taking the time to provide feedback.
4. Make yourself available.
Make sure you give an unhappy customer a phone number or email address that gives them direct access to a human being — especially if the issue is ongoing or if you’re trying to troubleshoot their problem. There’s nothing more frustrating than having to cut through red tape when you have a problem.
5. Keep moving forward.
The best business owners know they have to take the bad with the good. This includes negative feedback. Strive to resolve negative comments responsibly and stay focused on the good that can come from them. Your customers will appreciate you and your business a whole lot more if you do.
The most important thing to remember when it comes to responding to negative comments is that your customers are upset and they’re reaching out for help. Take care of their needs and, most of the time, they’ll take care of yours.
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Also published on Medium.