Receiving negative feedback in any capacity is always a downer. We are human after all. And the worst part? It can often hurt even more when it relates to our business; our livelihoods.
Of course, the important thing in business is to never let your emotions get the better of you. In this article, we’re going to write about how to successfully handle negative feedback on social media.
Why is it important to respond to negative feedback?
First, why is it so important to respond to negative feedback?
It simply comes down to being present. Showing up when your customers have something to say – positive or otherwise.
The fact is, a lot of negative feedback is hyperbole. We all know that some people just love a good moan.
So, rather than get wrapped up in your average star rating suffering over something so trivial, you can try and turn it into a win instead.
Most of us see through the negative reviews with an eye-roll. We don’t care all that too much about the minority – so long as the majority of feedback is overwhelmingly positive.
“Karen’s at it again!”.
That said, it doesn’t stop us from wanting to know how the company responds under pressure.
So, how will you respond?
1. Step away and digest it
Step away from your computer or device and think about what was said.
- Is it completely unfounded?
- Is there any truth to their feedback?
- Is there anything constructive in the feedback or was it purely mean-spirited?
There are many questions that you can ask but no matter what you scooptimes learn, you always need to come back to the mindset of: “How can I react positively?”
If of course, the comment is less feedback and more hate speech, you also have the option of reporting / ignoring them.
In any case, it’s almost always better to meet negative engagement head on.
2. Be genuine and issue an apology
Unfortunately, the customer is always right (almost always). Even if their feedback isn’t entirely warranted, you must still take a “we are very sorry” approach.
The fact is, other people will have more respect for you – especially if the feedback comes across as excessive or ‘over the top’ negative if you own it.
In taking the higher ground and trying to set things right you appear far stronger.
Remember, most people can spot genuine negative feedback that needs addressing from someone who just loves to have a good public whine over nothing.
Try not to stress too much.
3. Offer to take the matter private
Leave a public response of course, but you should also mention to them that you will discuss the matter privately.
In doing so, you’ve signalled to anyone who will read that negative review that you:
- A) Acknowledged and responded to the feedback;
- B) That you intend to do something about it, privately.
This way you give them the attention they so clearly crave without having to battle it out with them on a Facebook post for the world to see.
4. Pick your battles
Again, some people will be talking nonsense about your business purely for the sake of getting a rise out of you. The internet is littered with trolls and sometimes there is no rhyme or reason to the negative feedback a business receives.
So, it is also important to ‘pick your battles’.
In some cases, simply ignoring them is the best approach. However, if they have a big following online and are telling lies, or if you have evidence that their feedback is disingenuous (e.g., they’ve never set foot in your premises), then by all means, take them down (respectfully and like a pro).
5. Ask them how you can help and then actually help them
While many people leave negative feedback with little to no reason, others are simply trying to be constructive.
- “This is the service I was promised / expected and this is the service I received.”
In which case, if you receive genuine, negative feedback, make sure that you (apologise) and then ask them how you can help.
If they offer feedback or a ‘happy medium’, then meet them halfway and help them as best you can.
Final thoughts: Or hire the professionals…
Of course, there is a far easier alternative. Rather than concern yourself with petty squabbles over the minutia, why not let the pros take care of everything for you instead? Keep your life positive and strong!
Hire a social media marketing agency in Dubai and have them handle the management aspect as well. On-brand, respectful, constructive, professional; everything you need to maintain a sterling reputation online and to foster healthy relationships with your audience – without you ever having to lift a finger.