If your business has social media presence, then you have a social media image to maintain and protect. While you can build and enhance that image through your clients’ positive feedbacks, it can also be tore down with negative ones. The latter kind of feedback can be disastrous because it can affect your existing clients’ and prospects’ brand trust and loyalty. However, there are things you can do to turn those negative feedbacks the other way around. What is social media engaging and interactive nature for anyway?
1. Constant Vigilance
This famous line of Alastor “Mad-Eye Moody” from the Harry Potter and the Goblet of Fire book and movie isn’t just for Hogwarts students to keep an eye out on dark wizards. You can also apply this in tackling negative feedbacks head on. You wouldn’t be able to respond on negative feedbacks you don’t know about. Your website or Facebook page is not the only place where your clients or prospects can post something about your service or product. It may be on their Twitter, personal blogs, forums they’re member in or just about any places online. You can start by setting up Google Alerts for mentions of your company, industry, people, services or products. With this, you can easily intercept negative feedbacks or issues and address it before it can go out of hand.
2. Contemplate if It Needs a Response
Before jumping right in on a negative feedback, contemplate first if it really merits a response. Internet are full of trollers and they taunt you just for the sake of it. You will only encourage them by responding so better ignore.
3. Respond Promptly
If you have decided that a certain negative feedback deserves a response, respond right away. Delay will mean your’re not taking it seriously and could escalate the problem. Moreover, since it’s in social media, the public can view it. You don’t want to appear passive to them especially that among this virtual crowd might be prospects, clients, vendors, partners or worse, lurking competitors ready to grab the chance of providing that dissatisfied client what you failed to give.
4. Don’t Fight Fire with Fire
If you do so, your client is certainly not the one who will burn. Arguing with clients is simply unprofessional and that will reflect on your business. So more than contemplating whether a negative feedback needs a respond, it is also important to contemplate about your emotions and keep it under control before you respond. Talk to them without having to resort to inappropriate or aggressive words. Seeing it from their point of view and taking their negative feedback as a constructive criticism can help you.
5. Acknowledge your Mistake and Apologize
If it is clear that your business has indeed rendered a bad service or product, sincerely apologize and then immediately provide a concrete solution to compensate your client. Show your client that you’re not afraid to admit your mistake and that you’ll make up for it. You’ll be surprise what that can do.