How to Respond to Negative Reviews on Social Media
Word of Mouth. We have all heard of it before. It is one of the most trusted ways to gain business. It’s also an easy way to lose business or for someone to ruin your great reputation. These days, when a customer or client is upset with your business or product, voicing their dissatisfaction online via social media is one of the first things they do. Whether is a viral Facebook status update, Instagram post, scathing tweet or one-star Yelp! review, we can show you how to fight back against those negative reviews, while keeping your cool.
The tips and examples below will help you handle those less-than-stellar reviews:
How to Respond: Always say thank you and show gratitude. Respond and show others that you engage your customers
Tip: Save those positive reviews! Screenshot them and save them! They can be used as testimonials for your business or reposted to your social media pages.
How to Respond: You can respond or choose not to as it doesn’t really “hurt” anything. The customer is expressing that they don’t feel any particular way about your business. I sometimes reach out to the customer depending on the review and see what we could have done to better their experience.
How to Respond: Acknowledge the review and the reason why they left a negative review. Apologize for the error, and try to resolve the issue. You may not be able to resolve the issue all the time, but others can see that you responded and try to resolve the issue, they can also see your side of the story and that you care about your customers. If you are able to resolve the issue, be sure to follow up to ensure everything is okay.
Tips: Learn the difference between an upset customer and a troll. A troll is a deliberate troublemaker – ignore them. The golden rule for this type of troublemaker is “Don’t Feed The Trolls”. If the comment is offensive or uses obscene language, warn them and delete it (I usually delete the troll’s comments if possible). If on a site that doesn’t allow a deletion (most do in this case), just ignore it.