The social media is a double edged sword. Positive reviews can be a big boost to rope in new customers, but negative reviews have the opposite effect. In many instances, a barrage of negative reviews can even sound the death knell for the business. In today’s hyper connected world, hell hath no fury than a customer scorned! So here are three ways to deal with negative reviews on social media platforms:
1. Understand the nature of the complaint
Understand the gist of the complaint upfront. Is it genuine deficiency of service? Is it a case of expectations not matching reality? Is the customer blowing things out of proportion? Is it a case of a competitor trying to show the business in poor light? Take a balanced and nuanced view. Understand things from the customer’s point of view, not just from the perspective of the business.
Whatever be the reason, hear the customer, empathise with him, diagnose the problem, and offer a quick resolution.
2. Make the most of the bad situation
Deleting a negative comment is the worst thing to do. Nothing prevents the customer from taking it elsewhere. A social media page with only glowing testimonials may make users doubt the legitimacy of the reviews. Negative comments actually infuse authenticity to the positive reviews in the mix. What really matters is how the business chose to react to the negative comments.
Timely response is of key essence. Explain the facts in a clear cut and detailed way, before offering an apology, repair, replacement, some compensatory offers, or simply clarifying things from your point of view. Even when the person who made the complaint is not satisfied, a comprehensive and detailed reply is the best bet to gain the confidence of prospective customers who would be reading the posts.
3. The Customer is Always Right
The worst thing to do is pick up an argument with a customer. The customer is always right, even when he is not! It is far better to apologise and let things go, while making sure to clarify the business’s point of view. Even when an exchange of communication is inevitable, take it offline, or through private chat, or email, rather than make the exchanges in the public forum.
Also, make sure to set a pleasant tone rather than issue curt responses that may get under the skin of an already irritated customer. Many neutral readers respect businesses that reply to a harsh comment in a calm and helpful way.
Always engage with an unhappy customer on a personalised basis, and try to delight him with the hope that he may remove the negative review, or better still, post a follow up on how the business took care of his complaint.
Treat genuine negative reviews as free consultancy for the business. Document the negative reviews and share it across the board, so that the workforce can take proactive steps to pre-empt such instances.
It is impossible to genuinely please each and every customer, and negative reviews are an inevitable part of running a business. The key is to identify such reviews early, before they get out of hand, and address them on a proactive basis.
Creative Ideaz offers comprehensive turnkey solutions to monitor your brand’s mention in the social media space, and take proactive interventions when negative comments pop up. Get in touch with us at 0845 0942153 today.
The most important thing to me was the friendliness and sincerity. Although I knew nothing, I was never patronised nor left feeling incompetent. Kirien is very good at tailoring the information required to the client and taking his time with any misunderstandings one might have. Doesn't rush and nothing is too much trouble. Plus I can only listen to someone I perceive as genuine - this is why I went to Kirien.Blue Lantern Nursing
Creative Ideaz helped to set up our online shop website and have gone on to manage our marketing campaign, including Search Engine Optimisation. Not only has this resulted in a first page ranking on Google and an increase in sales, but we have also established a strong ongoing relationship with Creative which I hope will continue for many years to come.My Geex
Just wanted to say thank you to Kurt and the team at Creative Ideaz for the website. Excellent job, professional service, and very quick at attending to the changes we needed done. We are very pleased with the website! Would recommend to anyone looking a professional website.
Thanks againUberfone Ltd
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It has been a pleasure working with Kurt and the team at Creative Ideaz. Professional and dedicated to fulfilling our requirements at all times, they listened to and worked with us, provided us with daily progression updates and they have created exactly what we wanted, a new look, smart, fully responsive website.
We would highly recommend Creative Ideaz to anyone looking for creative website design and we would not hesitate to use their services in the future.Walsall Society for the Blind
I am very satisfied with the website design service provided by Creative Ideaz and would like to thank them and Kurt for all the hard work. They incorporated everything we wanted to see in our website better than we could have imagined and followed through from planning to development flawlessly. We are aiming to add more features as our business grows and will be returning to Creative Ideaz to help bring our ideas to life once again. Very pleased with the outcome and I recommend them highly!Incore Umbrella
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TabTime Ltd moved their IT/website business to Creative Ideaz around 5 years ago and are very pleased that we did. The service we get for major or minor changes and requests is quick and efficient, and their charges even when compared to the offers from India and the far east are very competitive. The Creative Ideaz Website Optimisation department is always willing to offer advice and discuss changes and we appear in the first 1-2 pages for all our Keywords on Google UK. Yes, we would recommend Creative Ideaz to anyone or any company looking for a new and reliable web and email companyTab Time
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