Happy Wednesday!
We’re back with our weekly video series, and over the next couple of weeks I’d like to tackle a topic that is important for businesses of all shapes and sizes: How to deal with negative comments and reviews on social media.
Most companies and brands understand the importance of having a presence on social media, and many use it successfully for increasing brand awareness and building relationships with their customers. Opening up your brand to the online world, however, also means opening yourself up to criticism – and consumers today have no qualms about sharing their opinions about your company on social media, whether good or bad.
One of the most important aspects of a well-designed social media strategy is a plan for how to deal with these sorts of comments from customers, particularly the negative ones. The last thing you want to do is to make the problem worse by not responding well or not responding at all.
How to Deal with Negative Comments on Facebook
In today’s video, I mainly focus on Facebook, since this is where comments tend to be most visible and have the longest lifespan. In the video, I discuss:
- Whether to hide/delete the negative comment
- Transparency and creating trust with customers
- Taking the conversation offline
- The way you handle the complaint and what message that conveys about your company
Any tips you would add to what I’ve shared? Leave a comment below and let us know how you handle negative comments on social media.
