PROPERLY RESPOND TO NEGATIVE SOCIAL MEDIA COMMENTS

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By: Brailyn Hardy, PR + Digital Brand Manager

The number one reason businesses steer clear of social media is due to the fear of having someone speak negatively towards their brand. Jumping in and joining the social conversations gives businesses the opportunity to promote the positive words and neutralize the negative by following these three easy steps.

Step 1: Thank the user for the feedback. 

This part may be difficult, especially when someone is talking bad about your brand. Just remember that the rest of your audience is watching to see how you handle hard situations. At the end of the day the customer cared enough to let you know about a poor experience so thank them for taking their time to provide you with honest feedback.

Example: “We sincerely appreciate you taking the time to let us know about your poor experience with our brand.”

Step 2: Tell them what you are going to do.

After thanking the user, it is important to also publicly include how you plan on making the situation right when you respond. Let them know how important a positive experience from your brand is and that what they encountered is out of the norm. Do your best to do something to make it up to the customer or prevent the situation from occurring again.

Example: “We take great pride in our product or service and we are so sorry to have fallen short of your expectations. We would like to more details about your poor experience.”

Step 3: Deflect the conversation to another channel. 

The last thing you want to do is continue the conversation on your page. At the end of your response to the negative comment include your direct contact information so that you discuss the matter further. Be ready to hear from the disgruntled customer and try to remain as calm and rational as possible. It also helps to have a preapproved protocol in place from your client / brand such as providing a full refund for product purchased.  

Keep in mind online audiences like to feel like they are communicating with humans. A copy and paste message is likely to cause more harm than help to the situation. Big brands like Delta and Chipotle even allow their social media support teams to tag their names in the comments to make their apologies sound more sincere.

Example: “We sincerely appreciate you taking the time to let us know about your poor experience with our brand. We take great pride in our product or service and we are so sorry to have fallen short of your expectations. We would like to hear more details about your poor experience. Please contact us directly at Brailyn@kcprojects.net so we can learn more.

- Brailyn, Brand Support Team"