Handle Negative Feedback Like a Pro

Social media can be a double-edged sword. On the one hand, it gives brands the ability to connect and engage with their customers like never before; on the other hand, it leaves them open to negative feedback from anyone. More often than not, the thought of responding to an irate customer can be daunting. What do you say? How can you fix it? That’s where we come in!

Remember, you’re never just dealing with one angry commenter – you’re dealing with hundreds or thousands of other users who are waiting to see how you handle the situation. Keep your cool with these 3 need-to-know tips!

1. Always respond.
There’s really no way around this one. Even if the comment is completely unfounded, you need to nip it in the bud before it gets worse. Time is of the essence here! The faster you respond, the more likely the commenter is to cool down quickly. You might be surprised at just how effective a timely response can be!

2. Be sincere.
Put yourself in the shoes of the commenter to understand why they are frustrated or upset. Then, when you’re responding, think about what you’d like to hear. What would make you feel better if you were in their position? It’s important to always be genuine. Make sure you acknowledge their negative experience, apologize with sincerity, and offer a suitable way to make it up to them.

3. Contact them privately.
Let the commenter know you’re truly sorry by offering a token of apology. Whether it’s the manager’s direct phone number or a discount code for their next purchase, if you can appropriately demonstrate that you’re willing to make it up to them, you’ll win them back 9 times out of 10.