No matter how well you try to please everyone, there will always be that one person who takes to social media to bash your business. It’s the nature of the internet – people can be anonymous and they often feel like they can say whatever they want without consequences.
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As a business owner, it can be tough to see negative comments about your company floating around online. But instead of getting upset, use this as an opportunity to show everyone how you handle customer complaints.
Here‘s how to turn a negative social media comment into a positive for your business:
When you see a negative comment, don’t ignore it. The longer you wait to respond, the more damage it can do to your reputation. Respond quickly and calmly to show that you’re taking the customer’s complaint seriously.
Thank Them For Their Feedback
Even though the customer is giving you negative feedback, thank them for taking the time to provide it. This shows that you’re open to hearing what your customers have to say – even if it’s not all good.
If the customer has a legitimate complaint, apologize. Even if it wasn’t your fault, an apology shows that you care about making things right.
Offer A Solution
Once you’ve apologized, offer a solution to the problem. If the customer is unhappy with a product, offer to send them a replacement. If they had a bad experience at your store, offer a discount on their next purchase.
After you’ve offered a solution, make sure to follow up and make sure the customer is satisfied. This shows that you care about your customers and their experience with your business.
By following these steps, you can turn a negative social media comment into a positive for your business. Show your customers that you’re open to feedback and that you care about making things right.