Responding to Negative Feedback on Social Media

The constantly growing importance of the internet means that many business are now establishing themselves on social media. While there are major benefits for a major business with an online presence, it can also lead to increased public negative feedback.

Because of this, it is crucial to follow a few rules when dealing with negative customer feedback on social media:

Be Honest

When dealing with negative feedback, honestly really is the best policy. If the feedback from a client is genuine, a sincere apology and acceptance of responsibility goes a long way for a business by saving face and remaining professional in times of unexpected pressure.

If the feedback is not genuine, then a business representative can explain their viewpoint, but should always remember to remain diplomatic and respectful at all times.

Stay Professional

An unfortunate reality of running a business is that one may encounter customers who are rude and often unbearable to deal with. This can often be reflected in the negative feedback of one’s business through the tone and language it may contain.

In these scenarios, it is best to stay calm and behave professionally at all times. Even if the customer is not satisfied with the response, behaving professionally in conflict is a positive reflection on a business and keeps its reputation intact.

Do Not Ignore the Post

Negative feedback on a business’s social media channels should not be ignored. Whether the feedback is genuine or unjustified, ignoring or delaying customer comments on social media may result in the public viewing the business and its representatives as arrogant and out of touch with its customers.

There is no rule of thumb as far as an appropriate response time is concerned. However, it is always best to reply to a negative post quickly after it is posted, even if it’s a simple acknowledgement and promise to investigate the customer’s issue further.

Take it Away From the Public Realm

The first response to negative customer feedback should always be on the social media channel in the public realm as it shows everyone that the business takes all feedback seriously. However, all interactions following the initial response should be carried out in private if it is possible to do so.

Although at Hart Partners we believe that a phone call or email is the best way to deal with feedback, a social media channel’s private message function can be sufficient if it comes at the client’s request.