Five Ways to Gracefully Deal with Social Media Criticism
By Megan Totka
Does the thought of criticism keep you from jumping on the social media train? Unsure how to respond to negative comments about your business on social media websites?
A recent study found that 12 percent of consumers have commented about a shopping experience on a social media website in either a positive or negative light. Unfortunately, consumers tend to focus on the negative, and taking criticism is not easy. Negative feedback can be both inaccurate and detrimental to your business. However, feedback made in the open nature social media allows also gives your business the chance to deflect negative comments and actually earn your business respect if you handle the criticism correctly.
It probably seems like there is a lot to include on your social media marketing checklist. That’s why we have put together these five tips to help you embrace negative comments about your staff, products, services and business on social media websites to gracefully combat negativity.
Listen and Look
An important step is to make sure you know what is being said about your business. Regularly monitor the social media websites where you have a presence. Check your pages and mentions daily, and set up Google Alerts so you are aware of mentions of your business online. Don’t forget to check industry or even local forums such as your neighborhood or homeowner’s association online forums. You never know where people may review local businesses, and you want to make sure your company is portrayed correctly.
Acknowledge and Do Not Deny
Acknowledge customer feedback and investigate the source of the complaint so you can get to the root of the problem. Where did your business go wrong? Did a product not live up to its standards or was there a misunderstanding? Make sure to respond. Ignoring criticism is not a good idea; it can come back and bite you. A genuine response can go a long way.
Apologize
If feedback or criticism make you aware that your business is in the wrong or that customers are disappointed, give a sincere apology. Let your valued customers know the complaint is being addressed. Tell your customers that the less-than-desirable service or product they received is unacceptable, and you understand that it is a hassle and inconvenience.
Tip: avoid formal, uptight language in your apology. Be real and humanize your response and brand. Take off your sales hat and let your sincerity shine through.
Offer to make things better for your customers. Reimburse their money or provide a discount on the item or service for their inconvenience. Take care of any customer issues in a prompt manner to reiterate that you value your customers’ satisfaction and business.
Do Not Allow Negative Comments to Linger
Social media waits for no man. If fans leave feedback or a complaint, they expect a prompt response from brands they follow. Chime in early and prevent others from hopping on the bandwagon of negativity. Demonstrate to your complainant and other followers that you appreciate and respect their feedback and you may end up winning more fans.
Need to look into the complaint and feel as though you cannot give an immediate response? Let the complainant know that you have read the feedback, are sorry to hear about the way he or she feels and promise to further investigate.
Social media involves engagement, every hour of every day. Stand your ground in the face of criticism by stating the facts, but do so in a manner that shows you are sincere and want to resolve issues. When your business reputation is at stake, demonstrate your commitment to customer satisfaction with your actions. Remember that an angry customer turned back into a happy customer can be the most influential form of marketing you will ever find.
Megan Totka is the Chief Editor for ChamberofCommerce.com. She specializes on the topic of small business tips and resources. ChamberofCommerce.com helps small businesses grow their business on the web and facilitates connectivity between local businesses and more than 7,000 Chambers of Commerce worldwide.
