No matter how great your customer service is, or how wonderful your product might be, at some point in time you’re going to be faced with an unhappy client. If gone unchecked, an unhappy client can turn into a big detractor if they turn their efforts to social media.
So how do you handle negative comments on Facebook?
- Don’t delete it (unless it’s completely derogatory or filled with inappropriate language). Instead, acknowledge the concern and very politely ask for a chance to discuss the issue over the phone and come to a resolution.
- Don’t become defensive. Nothing is worse than when a company doesn’t admit to real faults and becomes defensive. Even if you don’t agree, at least listen to concerns and try to open a dialoque.
- Look to take the conversation off-line. Instead of drawing more attention to a complete on a site like Facebook, try to take things offline and communicate through a call or at least a one-to-one email.
- Share what you’ve done to fix the problem, on-line. Once you’ve handled the issue, go back to the original online comment and share how a resolution was made and the steps you’ve taken to ensure the issue doesn’t arise again.
- Thank the detractor for bringing the concern to their attention.
- Finally, the best way to handle negative comments is to bury them with dozens or hundreds of positive comments. Ask your best customers and clients to share success stories. You can even use incentives like providing a coupon, or randomly selecting someone for a small prize.
Unsure of how to use social media to market your business?
At SilverRank, we specialize in helping small to medium sized businesses in Buffalo and Rochester with online marketing. Whether looking for a web developer, social media consultant or an SEO specialist, we can help. Contact SilverRank today to learn more.