If you receive a negative comment, reply or message on any of your social media profiles, your first instinct would probably be to delete it before anyone sees it. But you can turn this negative into positive if you resist the urge to delete.
Resisting the Urge
Let’s say you do get rid of the comment – you’ll also immediately lose the chance of getting more information about that customer and getting to the root of their (and your) problem. As much as we’d like it to, deleting this comment won’t make the angry customer go away. What’s even worse is failing to recognize if your business or employees have wronged a customer. We’ve all heard that a satisfied customer might tell a few of their friends about your business. But an unhappy customer will go out of their way to let the whole world know!
Making Your Problems Worse
In fact, it could make your online reputation problems even worse. Have you ever heard of a little thing called Ripoff Report? This site is notorious for publishing all types of uncensored complaints from customers. The real kicker is that they NEVER (or almost never) remove these complaints, whether it’s unwarranted or not. So, before you know it, that one quip on Facebook could turn into a permanent black mark on your brand’s name.
A Quick Response is Better
If you delete a customer’s comment, it will only make them more angry and ensure that you’ll lose their business. Instead, try to reach out on the public forum to show that you take customer service concerns very seriously. Converting a once unsatisfied customer could turn them into a new brand ambassador for your business, and at they may even follow up on their initial complaint. The bottom line is that you need to show that you’re paying attention to their comments and complains instead of just trying to make them disappear.
With the instantness and speed of social media sites, it’s important to learn about how to respond to all types of comments. Oh yeah, don’t forget to keep everyone on your team up to date about the response protocol. Keep your eyes, ears, and mind open so that you won’t have to fear a negative comment again!
Matt Ramage is founder of Emarketed a web marketing agency located in Los Angeles. He loves coffee, good design, and helping businesses improve their look and getting found on the Internet.