How to respond to negative reviews from customers on social media
Have you ever complained to a brand publicly via social media?
I’ll admit it, I have done this.
Fortunately, my comments received a response and a resolution to the problem. But this is not always the case with every business—and it should be. Following essential social media customer service best practices is vital to supporting your consumer base and retaining them long term.
Social media and customer service may not have been an intentional combination for these channels when developed. However, many people having an issue or question look for a quick solution by using social for customer service inquiries on a frequent basis.
In fact, 67% of consumers have engaged a brand’s social media for customer service needs. That’s a lot of people, and a lot of exposure for a brand! Ultimately, creating a brand with an inclusive and helpful community via social media is the goal of any business.
So, how do you deal with negative reviews?
Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer but all the sets of eyes that come afterward. Seeing a business handle a particularly challenging review online suggests that management is proud of their business and willing to go the extra mile to maintain their reputation!
Make potential clients see the light with these four steps: apologies, promote, get offline, keep it simple. You can take a negative review and help spin it in to making this upset customer, a happy and returning one.
Apologize and sympathize
The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience go a long way.
So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”
Move the conversation offline
Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
Keep it simple
Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
One last pro tip: leave your business name, location, and category out of this. You don’t want your negative reviews showing up in the search!
Now that wasn’t so bad, was it? You can use software to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our Digital Agency services to do it for you. Not only do we guarantee expertise, but we also guarantee it in a hurry: we respond to reviews as soon as our software pulls them in!