Advice from an Agency: Responding to Negative Comments
By Jaci Schreckengost
While we may not want to respond to those negative comments, it’s sometimes even more important than responding to the positive comments.
Why do I need to respond?
First, it’s important to know this rule does not apply to comments that are clearly spam. Those can be easily deleted and ignored.
When it’s an issue with your product, a complaint, or a way someone thinks your company can improve, it’s important to respond well and in a timely manner. Whether the situation is a misunderstanding or a genuine issue, your company can grow from it.
Ultimately, you have the possibility to turn around the way your brand looks to someone.
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Why does community management matter?
Community management is how you build relationships with your customers and potential customers.
By responding to that negative feedback, that person knows that you care about your brand, how that person feels about your brand, and, most importantly, that person overall.
How do I make the best out of a bad situation?
Often, negative comments are issues that can be resolved. This helps turn these people into customers once again. A great customer service experience can change a person’s mindset about a company entirely.
This can also be said for a bad customer service experience, which is why getting it right is so important.
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How do I respond correctly?
Of course, each situation is different, and you know your company best. Not every company will want to respond to these situations in the same way.
It’s important for each company to have a protocol in place for responding to negative comments. Will you handle the situation entirely in social media direct messaging? Or, will you have the customer email their issue to a designated customer service inbox?
Either way, you should respond to the person in the comment thread in addition to however else you reach out to them. If this person feels like they were ignored, they will likely remember that about your brand in the future.
It can also affect potential future purchases by other people who discover your brand on social media. Potential customers may see another person’s ignored question, comment, or complaint and steer away from your company. Customers are very selective about where they spend their money. They don’t want to purchase from a brand that will ignore their questions and feedback.
What are the benefits of using an agency for community management?
Using an agency to handle your community management is a great way to not only take items off your to-do list, but also to make sure these issues are handled correctly.
Agencies, including 270M, utilize the talent of people with extensive customer experience to help resolve these situations. They also ensure that relationships are built between your brand and your individual customers.