If you’re ready to jump into the social media space, that’s great. Many American small…
Social media: Responding to negative reviews
Once you’ve launched your social media site or sites, you can start enjoying watching your audience grow and interacting with the customers who love you.
But you may hit occasional social media speed bumps, in the form of negative comments or reviews. Maybe a customer gave your restaurant a negative review when the chef was having an off night. And maybe the customer’s expectation was not realistic based on what your company offers. Nevertheless it’s now there: A low or negative rating or comment, right there for everyone on the Internet to see. What should you do?
How to take action
Instructions: Click each item to learn more.
When the customer calls, listen to his feedback and repeat how sorry you are that he had that experience. If it seems appropriate, you might offer him a 20% discount for his next visit/product purchase. More than a third of users who had posted a negative comment come back and post a positive comment after the business worked with them to resolve the issue; some even deleted their original negative comment.
If you take the time to respond to as many customer comments as you can — positive or negative — that can build more good will than any fancy marketing campaign.