How to Handle Negative Comments on Social Media

People can use your brand’s social media channels to ask you questions, share positive feedback and connect with you and your team on a deeper level.

Of course, users can also post negative reviews and comments. So, it’s important to have a response strategy for when that happens. While you may want to hide or delete those posts, responding to them politely in full view of the public can show your commitment to great customer service.

Remain Calm and Professional

When frustrated customers post harsh or even dishonest reviews, it’s important to keep your head and take a breath before responding. Assess the situation or ask a coworker for their opinion on the matter before you craft your response. Reacting defensively will only escalate tensions and potentially damage your brand’s reputation.

By the way, there’s always the chance the customer is right. A thoughtful response shows that you take responsibility for your shortcomings, which restore and even build trust with your audience. Replying calmly helps de-escalate the situation and prevents further hostility that could result in lost business.

Respond Promptly and Publicly

Respond to negative social media posts within 24 to 48 hours and ideally sooner. Doing so shows that you value your followers’ time and opinions and that you care about their experience with your brand.

Replying quickly also highlights how your brand engages on social platforms and may encourage others to provide feedback. Don’t shy away from a public response to demonstrate your transparency and willingness to resolve issues.

Move the Conversation to Private Channels

Dealing with a more complex or sensitive issue? Taking the conversation to a private channel allows you to produce a more in-depth solution. Back-and-forth comments in public may draw unnecessary attention and paint you as argumentative. Other followers might begin to chime in, too.

Private messages, email and phone calls are better suited for conflict resolution. They allow you to make a more personal connection, apologize when necessary, acknowledge any errors and agree on a resolution. Then, follow up with a public confirmation once the issue has been addressed, such as, “Thank you for reaching out. We’re glad we could resolve this for you.”

Use Feedback as an Opportunity for Improvement

Negative comments on social media can provide you with useful insight regarding product features, customer service quality and inefficient processes. If you receive similar remarks from other followers, analyze any recurring themes to identify areas for improvement. Thanking commenters for their feedback shows you hold their opinion in high regard and are committed to making positive changes.

As a brand, feedback can help you:

• Prioritize improvements that will produce the greatest impact
• Create products or services that better meet your target audience’s needs
• Optimize your customer support process
• Improve customer loyalty and retention
• Take a proactive approach to innovation
• Highlight resolutions as social proof of your customer-focused approach

Turn a Negative into a Positive

You can create positive experiences from negative situations. Use empathy and understanding to regain trust and turn angry commenters into loyal customers.

Remember the following when responding to negative posts:

• Make it personal: Use the person’s name and avoid scripted responses to show your authenticity.
• Restate the problem: Be sure you understand what made your customer unhappy so you can come up with an appropriate solution.
• Keep it simple: Asking too many follow-up questions at once can be overwhelming for the customer.
• Offer a solution: Present actionable steps to fix or compensate for the issue.
• Maintain brand voice: The tone of your message should align with your brand personality to create a cohesive representation of your company.
• Follow up: Check in with the commenter after the issue has been addressed to verify their satisfaction.

Manage Your Brand Reputation with Help from the Experts

MadAve Marketing Management offers comprehensive services designed to elevate your brand and connect with your target audience. Our process includes custom discovery and strategy to optimize your marketing strengths and identify areas for improvement. That takes the responsibility off your shoulders, so you can focus on business operations and growth. Contact us to schedule a consultation.