6. Work on Making Things Right Offline
Acknowledging a mistake and apologizing should be coupled with actions on making things right. Compensation can come in different form such as refund or replacement. Whatever it is, be sure to walk the talk. In addition to this, while it’s appropriate to promptly respond to negative feedbacks online, it is much better to talk about the solution with the client offline. Offer to communicate with them in the phone or email. This is a good way to avoid further negative comments from where they post their feedback. Moreover, through a private channel, you can engage on a more in-depth conversation about the issues at hand.
7. Ask to Reconsider the Negative Feedback
If you have successfully resolved the client’s issue, it isn’t a bad thing to ask whether they can reconsider their negative feedback. This can be a good way to promote how your business can go out of it’s way to provide a service that satisfies a client.
8. Seek Help from your Existing Clients or Third Party Source
What better way to counter negative feedbacks in social media than using positive feedbacks? When you have done great business with past or existing clients, make it a point to always ask them to share their experience in working with you. This can positively contribute to your social media image. You can also ask the help of industry experts in explaining things if the need arise. On the other hand, there are cases where some negative feedbacks are over the top like making use of derogatory statements. Many social media platforms and sites have policies against this. You can report it so that it can be subjected to administrative attention and be taken down.
9. If it’s Something You Can No Longer Do Anything About…
Unfortunately, there are times when compensating the client is not possible. There are a lot of circumstances that can contribute to that. Take for example, there are services that are time-based or the product or material that the client purchased are no longer available. If this happens, it is important to publicly acknowledge your business’ shortcoming and apologize and guarantee to assess and improve your policies. Though you have failed to make up for it, at least, you listened to a client’s concern and showed respect by acknowledging it.
10. Avoid Making the Same Mistake Again
Don’t give your business another rope to hung into. Just like in real life, saying sorry and providing solution can pretty much mean nothing if you do the same mistake again. It’s the easiest way to lose your business’ credibility and your clients’ or prospects trust.
Ironically, you should take those negative feedbacks in the most positive light. They are what guides any business in providing and innovating quality service for clients.