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5 Great Tips for Dealing with Complaints on Social Media

by admin on August 30, 2010

Social media can be a tricky endeavor, and maintaining your accounts is the most important aspect.  But what do you do when someone leaves a negative comment?  Well, the first thing to remember is that often times people are much more brazen when speaking their minds on line because of the anonymity.  So, to help you navigate the sometimes-murky waters of social media, check out these 10 great tips on ways to respond to negative social media.

1.  Don’t take it personally. The number one rule is that, for the most part, no matter what is said you should always respond graciously.  As your mother always said, taking the highroad is your best solution.  Here’s an example:

    Negative Tweet: “Just bought coffee at Café XYZ and it was awful, never going back!”

    Great response: “@Tweeter so sorry your coffee was disappointing! Please let us make it up to you with a free cup!”

    Then send the person a direct message (or email, if you can) with a one-time use coupon code for a free coffee along with a sincere apology.

    2. Reach out as yourself, not your company. For serious complaints or really dissatisfied customers, it may be much more beneficial for you to reach out as yourself.  Most people, when they realize they’re dealing with a real person, are much more willing to listen and try again. 

    3. Respond Quickly. Everyone needs validation, complaints can be turned around very quickly with a speedy response time.  Reaching out will not only make the person feel understood, nine times out of ten they’ll be happy to give you a second chance.

    4. Follow up, privately. If the issue has been resolved, and the complainant has turned around, gently ask them to let people know.  Track the coupon code you gave them (suggestion #1) follow it up with an email asking them to let you know how the experience went.

          Here’s an example:

          Hi Jane!

          We’re so glad to see that you took us up on the free coffee and we sincerely hope you enjoyed it.  Let us know how we did and we hope to see you again soon!

          Thanks!

          Café XYZ

          If the person responds with a positive message think about Tweeting it.  “@Jane, so glad you enjoyed your free cup of coffee and thanks for giving us a second chance! We hope to see you again real soon!”  This way, your other followers can see that the issue was resolved and there are no hard feelings.

          5. Know when to leave. You won’t be able to make everyone happy, but the good news is that you don’t have to.  The complainers won’t stick around long, but your loyal customers will, especially if they see that you’ve tried to appease.  So take it all in stride and remember that no one can be loved by everyone!  If you’ve tried to rectify the situation and the complainer just isn’t having it, let it go and move on or try to hire an expert like SociFollower.

            Responding to negative feedback isn’t always easy and it usually isn’t fun either.  But it can have real benefits for your company if the issue is resolved quickly and satisfactorily.  Letting other followers see that you’re happy to apologize and rectify these kinds of situations lets them know that you are loyalty-worth and willing to help when they have issues.

            Have you tried any of these suggestions?  Let us know what you think and if you have any tips of your own!

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