Best Practices for Dealing with Negative Feedback on Social Media

By Andrew Poulsen, Public Relations Technician, Sonnhalter When social media was in its dinosaur days, the technology’s potential seemingly capped out at reconnecting with old friends who live abroad, or more commonly, sharing with your peers that you were having a taco salad for lunch. Few would’ve predicted that social media would become not just a helpful, but an essential tool for companies to connect with customers in ways that are faster, easier, cheaper and more personal than almost any other asset within a marketing strategy. Social media allows companies to speak with customers directly and display trust and accountability in ways that did not exist 20 years ago. However, for companies new to these platforms or unfamiliar with the volatile nature of Internet commenters, seeing countless strangers saying hurtful and profane things about your products or services in real time can be jarring, if not infuriating. Uncomfortable as it may be, these kinds of comments are inevitable. Even the most beloved brands in the world have comment sections filled with negativity from disgruntled commenters and trolls. The reality is that there is no way to avoid negative comments and reviews, but by internalizing some of these best practices, you can learn how to maintain an even keel and turn some of these upset commenters into lifelong customers. Be quick to respond, even if you don’t have an immediate answer Customers who leave negative feedback are often coming from a place of disappointment or unmet expectations. The last thing you want to do is make them feel like you are avoiding them or as if their opinion doesn’t matter. If someone comments on an issue they have with your business, publicly reply to the comment immediately, even if it is just to say, “Can you please email or message us…read more >