Social Media has contributed to an era where people are talking, ranting, raving, praising, sharing and reviewing everything online. People discuss products, services, companies, food, travel, skills and experiences – both good and bad reviews. Your target market provides feedback & reviews and they demand to be heard! Considering 78% of people trust recommendations from other consumers, rather than advertisements, then you need to act, as it’s like publishing a conversation for everyone to see! The consumer is no longer unaware and passive but informed and active. With like-minded people sharing common passions, interests, hobbies and circumstances you want people to find your business because of a great recommendation or good review, not because of negative comments that spiraled out of control.
So what should you do if you receive a bad review or comment online?
Take action as soon as possible after the incident, comment or review.
Stay cool and don’t get emotionally involved. You may have been involved in the incident and what is written online is not what happened or your version of events. Your Business Facebook Page is not the place to air this!
Be diplomatic, succinct and business like. Always apologise & address the comment because the customer is always right! ‘We are sorry that you feel our customer service has declined recently, we would like to discuss this further with you, please private message us your contact details’.
Always try and get the person offline to further address their issue. If you respond and ask them to contact you privately, others have seen you have acknowledged the negative feedback or review and usually move on.
Don’t delete the comment/review. In a short amount of time many people could have seen that comment. If you delete it, it implies you have something to hide, don’t care or only want positive messages on your page. Remember Facebook moves fast!
Responding to reviews or negative comments shows the reviewer that they are valued by the business and that the business takes it customer service seriously. Same goes for any comments on your Facebook Page.
Turing a negative into a positive:
Having a negative review is not such a bad thing! It can help provide valuable feedback to help improve your business. Most people will see one or two negative reviews for what they are, one bad experience, and sometimes people can complain about the smallest things. It’s if and when you start getting many of them that you need to re-evaluate what is going on in your business.
If you find responding time consuming, frustrating as well as difficult to not take the reviews and comments personally, then it’s time to look at outsourcing the content curating and management of your Facebook Page to a Social Media Marketing expert. At Leave it with me, we are experienced at responding to all customer comments and feedback and we have your back – so while you focus on your core business you can know that we will respond promptly and diplomatically and with the correct response from your business on your behalf.
For further details: Contact us here