This is a great article I just came across from Social Media Examiner. It’s all about dealing with negative, frustrated, upset customers on social media. The important thing to remember is to answer these customers’ comments and messages. Letting them go unanswered won’t solve anything, the customer will just remain upset and likely tell their friends and family about your company.
Your best bet is to answer promptly. Don’t use professional business-speak, be personal! This is your chance to show that there are people behind the business who care about their customers and want to address any issues that come up no matter how bad they are. Now, if this is a troll, or someone who is being negative for no reason, it is best to ignore them. An example of a troll is someone who posts something like “You suck” on your business’s Facebook page. With a troll, there is no constructive back and forth, you will just be wasting your time.
“Even though only 47% of the people who complain in public actually expect companies to get back to them, Jay says their research proved that if you actually answer the person who had a bad experience and left a review online, it has a meaningful and significant impact on your customer advocacy.”
In this interview with Jay Baer, he talks about his new book Hug Your Haters: How to Embrace Complaints and Keep Your Customers.
Who this article is for: Anyone with a business presence on social media or review sites looking to improve the experiences of their customers and improve their business.
Who this article isn’t for: Anyone who thinks that responding to negative feedback is a bad idea.
By Michael Stelzner
Social Media Marketing Examiner