If you operate a company, it is only a matter of time before somebody says something negative about you. You might offer the best service in the world, but people will always find a way to complain and drag you down.
Fortunately, you have multiple tools at your disposal to fight back, even if you don’t currently have a social media account. The trick here is to respond to issues quickly before they get out of your control. Ideally, you want to address any grievances within a few minutes of them being posted to prevent an unnecessary fallout.
Social media complaints about your brand are inevitable, but, in this post, we teach you how to stop them from doing lasting damage. Check out our advice below.
Firstly, you’ll need to respond quickly to any negative comments you receive via social media. Doing so will prevent the conversation from getting out of control and affecting more people than necessary.
But given the amount of online chatter, how can you achieve this? Your best option is to use social scanning apps that alert you every time somebody mentions your brand or associated keywords in a comment or post. Reps from your company can then manually scan these in real-time and intervene if necessary. Most mentions will be positive. But some will also show your brand in a negative light. Dealing with these quickly prevents any problems from spreading.
Whenever you deal with people online, try to respond in a helpful and genuine manner. Remaining calm and relaxed shows that you have nothing to hide. And it makes the other person look bad if they are raging or being unreasonable. Regular social media users view the interaction as a helpful company trying to assist a rude or ignorant customer, thus protecting and, possibly, enhancing your brand appeal.
Don’t pretend the problem doesn’t exist. And try to avoid dismissing it out of hand, either. Instead, just focus on addressing the issue and make your attempt to do so public. That way, people can see that you’re on their side.
Know When To Engage
Sometimes engaging with customers who complain can help your brand. But other times, you’re just dealing with trolls. Therefore, learning how to delete Instagram comments and Facebook comments is essential. This skill gives you the power to prevent them from damaging your brand.
Remember, you are well within your rights to censor unpleasant comments on your channel – and you should probably do so to ensure that it remains a safe space. However, you cannot delete what customers say on other accounts, so you’ll have to respond to these manually.
Show Your Customers You’re Listening
When customers make a complaint about your brand on social media, they are also subtly testing you. They want to see how your company will respond to their comments and what action, if any, it’ll take.
Simply reading through a customer’s concerns and addressing them directly shows that you can listen. Don’t just provide a boilerplate response. That never goes down well.
If an angry customer won’t respond to you, that’s okay. Just use your social listening tools to see what feedback they provide about your brand. Then use that information to create posts and other improvements that help to prevent the problem from occurring in the future.
Don’t Get Negative
When a customer is bad-mouthing your company on social media, it can be hard to stay positive. But do so you must, otherwise, you might come across as defensive, rude or unprofessional.
Just do your best to manage the situation. Many times, you’re not trying to reason with the customer themselves, but create a public conversation with them that shows your brand in the best possible light. The best way to do this is to remain professional throughout the entire interaction, never letting personal feelings get in the way of good business practice.
Move To A Private Conversation
Try to get your conversation with the person complaining to move to a private forum as quickly as possible. Invite them to call your customer service team or speak with you via chat privately. This way, you can keep all of the grizzly details out of the public eye and speak more freely.
Moving to a private chat is also necessary if you need to ask them for sensitive information, such as their account number, date of birth, or real name. Chatting one-on-one prevents any breach of privacy and gives both parties more freedom to negotiate.