Managing social media is not just about posting content, gaining followers or getting likes. It’s so much more, and the one aspect people tend to ignore is managing comments. Comments are a means of getting feedback from your followers/customers, they tell you if they are satisfied with your services or not and they tell you what they would like to see in the future.
Handling the satisfied customers are quite easy; they sing your praises and are in awe of your product, but it is more difficult for a negative comment to tarnish the image of your product and brand if not handled properly. Let’s not forget the ‘internet trolls’. Those who want to pick on your product and tear it down even when they haven’t tried your product/service.
Today we will be dishing out some tips to help you deal with these situations.
To do something about your comments, you must know they exist. Using Google Alerts or other services, you can monitor whenever your company, brand or product is mentioned.
People post negative comments online most times because they think they are not being listened to and in doing so want to force your hand to react/pay attention to the issue. Responding quickly will avoid a snowballing effect and stop it from picking your customers and prospective ones.
Your tone is very important in responding to negative comments. It sets the pace for the conversation. Setting your emotion aside and politely responding is the best approach. If you get emotional you will be adding fuel to fire and giving your brand a bad look. Remember it’s not about winning an argument but leaving your customers in a better state.
TAKE CONVERSATION TO DM
There is no need to go back and forth with the conversation in the spotlight. Once you have acknowledged the comment publicly, you can now leave the public eye to continue the conversation in an appropriate forum.
DON’T DELETE COMMENT
Taking it out of the spotlight does not mean deleting comment. Deleting comments doesn’t make the problem go away and gives your customers the wrong impression. If the problem has been dealt with, you can ask the poster to remove the comment but it would do no harm leaving the comment. It shows you are willing to pay attention and rectify problems.
FOLLOW UP WITH ACTIONS
Acknowledging negative comments is good but you must be prepared to see that the issues are resolved. If concrete actions are not taken to resolve the issue you are likely to have bigger issues with customers. This time around, customers may not want to listen to your polite words.
We can’t change the fact that some people just want to cause trouble. Engaging them is encouraging them to continue but there is no way to distinguish them until you engage them. When you find out their claims are without merit, state publicly that their claims are inaccurate, give them 3 warnings before blocking them.
Negative comments can put the wrong image in the mind of prospective customers no matter how brilliantly you handle the issue so it is advised that you have a separate page for complaints.