Negative comments on Facebook. They're uncomfortable, sometimes annoying, and often downright frustrating to deal with. However, when your business uses various social media channels, such as Facebook, to market to current and potential customers, it is vital that you acknowledge negative feedback just as you acknowledge positive feedback. Why? To show your customers that you care about ALL feedback, not just positive.
People use Facebook to share about nearly everything, including how they feel about products or services. In order to present yourself online as a successful and reputable brand, it is important that you learn how to set strategies to deal with the facebook feedback. Below, we outline 5 tips to help you get started on your response strategy online.
5 Tips for Handling Negative Feedback on Facebook
- Always respond. No matter how positive, negative, or in-between the comment may be, it is vital that you ALWAYS acknowledge feedback on Facebook (or any other social channel). Likewise, it is important that you respond as soon as possible. Do you hate waiting for someone to text you back after you said an important message to them? The same goes for online feedback. The longer you wait to respond, the larger concern it poses for current and potential customers.
- Acknowledge their problem. Be understanding and patient, as it can often be frustrating and hard to swallow negative feedback –especially in a public setting. Let the commenter know that you understand their concerns, rather than avoiding their feedback. Whether you have an immediate resolution for the issue at hand or not, let them know you are looking into it and will be in touch shortly.
- Apologize with sincerity. Whether your company is at fault or not, you must remember that the customer is always right. Consider a response such as, "I'm sorry you feel you had a bad experience" if you do not believe you are in the wrong. You should truly care about your customers and giving them a positive experience 100% of the time –let them know that.
- Lead the conversation offline. It is always in your best interest to lead the conversation offline as quickly as possible. Give the commenter a phone number to call and let them know that they can request you, personally, to discuss the matter further. This will not only help you to connect with this customer on a one-on-one basis, but it will also help you to avoid any additional outrage and discrepancy online for all of your followers to see.
- Resolve the issue. If they connect with you personally, like you requested, offer them a discount or chance to make things up to them.
While social media can be a great place to market your product or service, it is also a playground for feedback, which means you must carve out time and a plan-of-attack for any situation that may arise. This includes both positive AND negative feedback, as it is vital you stay engaged with your customers and let them know you care about ALL feedback.
