The internet has become a great way for people to speak their minds and share their opinions. Blog posts, tweets, status updates, and Instagram comments are among some of the most popular social media outlets for sharing thoughts and experiences.
This can be a really positive thing. For example, I love to read blogs, and I even have one of my own. Through sharing my own thoughts and reading the thoughts of others, I’ve formed my own online community and social outlet. It’s also a great way to quickly share advice, resources, and your brand.
Our reach within social media is often larger than we know. For example, a Facebook status I post can be “liked” by my online friends. Then, my status might be seen by their Facebook networks. The same is true if they were to comment on my status, or even share it. Eventually, what we post online is not just there for one or two people to see; it spreads. This can be a great resource for building your brand. However, when dealing with negative content, it can be detrimental to brand management.
How you handle negativity on social media can greatly affect your business. Let’s take a look at five ways to positively deal with less than ideal attention you receive online.
Take a look at where the comment was posted, and who it came from. Was it posted on a popular Twitter feed? Was it on your blog or someone else’s? How much reach does this comment have? Was it posted on a verified site? Look at who is responding to the comment and decide your best approach from there.
If you see a complaint or negative statement, responding to it publicly lets viewers know that you care for your customers and your reputation. Remain calm, cool, and collected. State the facts, don’t place blame, and always apologize, even if the complaint is unwarranted. It’s also important to be prompt in your response. The longer you take to address the issue, the more time the complainer’s online community can see the unanswered negativity.
Take Further Action Privately
Once you have acknowledged the complaint publicly, it’s often more personal to connect with the source privately. Extend a token of apology and ask how you can help. Always remain kind when addressing the issue. Just because a message is private doesn’t mean your customer service etiquette should stop. When addressing a complaint, take a step back and assess your responses. If the issue perpetuates, it’s better to continue privately.
Say Thank You
Even though it might be the last thing you want to do, thank the source. A great way to turn a negative situation into a positive one is to express appreciation for the feedback. Then, follow through with the suggestions for improvement and any promises you made to rectify the situation.
If the complaint was made on your website, remove it once it has been successfully handled. If the comments were made on another site, you have the right to ask the owner to remove the negative statements about your brand. However, he/she has the right to say no. If the post is not removed, leave a positive comment below the original complaint to show readers that the issue has been taken care of.
When faced with negativity on social media, don’t run away from it. Instead, take it as an opportunity to gain favor for your brand. Remember that your online customer service is just as important as that which you practice within your business walls. How you handle negativity can set you apart from others within your industry. Whether this separation is positive or negative is up to you.
Have you faced negativity on social media? If so, how have you handled it?
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About 212 Media Studios
212 Media Studios is a full service marketing agency, based in Warsaw, IN. Providing services such as SEO, social media management, print marketing, branding, and videography, 212 Media Studios specializes in helping businesses of all sizes catapult their marketing and brand awareness to the next level. To learn more about 212 Media Studios’ services visit our services page or contact us with special requests or for more information.