How You Should Be Responding to Unhappy Customers
Social media is an amazing and powerful tool when businesses take the opportunity to use it. It helps them connect, engage, and establish trust with customers you already have, as well as potential ones, increasing brand awareness, website traffic and overall increasing sales.
But what happens when something goes wrong with a customer? Negative comments can start popping up on your business’ Facebook page,Instagram page or Twitter feed. Though some social media managers can respond the wrong way, including ignoring comments, deleting comments, responding with a bad apology or worse, getting angry back at the customer.
But really, the best and ONLY way you should manage negative comments made from a customer on your social media is to offer an apology AND a solution to their problem.
Apologizing the RIGHT Way
The best way to do this is giving a ‘We hear your issue, and we will make it right immediately” approach. This is your opportunity to turn an unhappy customer into your business’ biggest fan! Responding to comments this way on social media lets people know the loyalty and respect to your business has for your customers.
Usually, a person who is responding with negative comments already has some sense of loyalty to your business. Especially if they’ve already spent their money with you, “liked” your Facebook page, or followed you on social media. However, they’ve had an unpleasant experience. Usually they just want to know that they have been listened to and that you (your business) will make things right.
Sometimes businesses forget that handling complaints on social media is the same as dealing with complaints in person. If a customer were standing in front of you with a complaint, you wouldn’t ignore them, walk away from them, or just apologize without giving them a solution to their problem. So why would that be acceptable to do on social media? The answer is, It’s not!
When you deal with complaints the right way, unhappy customers will tell their friends how awesome your company is and what great customer service you gave. In the end, they’ll most likely encourage their friends and family to buy from you instead. Like I said earlier, social media is powerful, and is free marketing!
Just remember that no matter how amazing your business is, mistakes happen, customers get upset and complain. With the growing of social media, they now expect to be able to speak about these complaints and get resolutions on social media.
Next time you see a negative comment on or towards your business' social media, think of it as an opportunity to prove how awesome your company is!
How do you think a business should deal with negative comments? Let us know your thoughts in the comments below!