Negative reviews can affect a brand’s reputation, but when managed properly they can actually become a positive, says social media marketing agency Likeable Lab.
With so many available social media platforms, it has become easier for customers to share their thoughts about a product or service on the internet. This will inevitably result in the occasional piece of negative feedback. Fortunately, businesses can respond to these comments in positive, productive ways.
The social media strategists suggest acknowledging negative comments promptly. To uphold a solid brand reputation, businesses should quickly address negative reviews before an issue gets out of control. Prompt and solutions-focused reactions can save a company from stress and unnecessary online commotion.
The second thing business leaders can do when met with online detractors is to not take the comments too personally. Businesses are bound to receive negative comments. What is more important is assessing these comments objectively and responding to them with a thoughtful action plan.
Learn to identify whether the feedback is constructive or hateful. Before responding, it is important to assess the motive behind the comment. If the feedback is constructive, you can communicate with the customer directly to pursue a mutually agreeable solution. This is a great way to prove that the brand is accountable for their services and that actionable support has been undertaken to address concerns.
On the other hand, when the feedback is motivated by hate, it is best to respond by asking the commenter to elaborate with a useful response. Hiding the comment or blocking the user is also an option.
Likeable Lab strongly encourages an objective mindset when dealing with negative responses. Businesses who receive critical comments should work to turn them into positives. After all, reviews, ratings, and comments are good insights into the business’ biggest vulnerabilities. No matter how hard a negative comment may be to swallow, companies will almost always become better at meeting their customers’ needs if they learn how to use such feedback to their advantage.
To learn more helpful social media management tips, visit the Likeable Lab website at https://www.likeablelab.com/
