How to Handle the Negative

One of the fears of businesses is the freedom that we have as consumers to use social media to complain about them.

I've done it a few times, but only after trying to fix problems privately, before going public.

Here's a few tips from MarketingProfs.com that businesses should take to heart:

Five Ways to Handle Negative Comments

Whether bad-mouthing a product via Twitter or leaving a scathing review on Yelp, unhappy customers—or mischievous competitors—can and will sully your business, often through anonymous accounts. "While brand-bashing is nothing new," writes Pamela Seiple at the HubSpot blog, "the tools of the web and social media make the comments from these meanies even more lasting and impressionable." So how do you fight back? Seiple has advice like this:

Determine whether the comment deserves your attention. Some people leave outrageous comments with the sole purpose of generating conflict. If they don't seem to have a following, and anyone can see their comments are routinely malicious, their venomous feedback might not rate any reaction.

Make a quick response your first priority. The longer you let a negative comment go unanswered, the more credibility it gains with a user's friends and followers. An immediate reply, however, shows that you're paying attention and concerned about the problem.

Apologize, even if the customer is incorrect. A petty argument about who's right and who's wrong will accomplish little. And, notes Seiple, most observers see silly complaints for what they are.

Continue tricky conversations in private. Provide an initial response in public, but move ongoing discussions with difficult customers to private channels.

Thank customers for their feedback. Treat any complaint—however harsh—as though it were constructive criticism. "After you've apologized for their unsatisfactory experience," she recommends, "let them know their feedback is appreciated and that you'll seriously consider their suggestion for improvement." And be sure you follow through on your promise.

The Po!nt: When social media attacks, fight back with kindness and understanding.

Source: HubSpot.

ScLoHo is Scott Howard, a Solutions Consultant with Cirrus ABS.

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