Negative reviews are a part
of every successful business. No matter how much time or effort you put in you
will receive negative reviews. Bottom line is you can't always make everyone
happy. Plus there are people who will complain no matter what you do- I think we
all know at least one person like this.
When dealing with negative
reviews and comments social media can be your worst enemy or best friend.
Consider the story of John and Steve...
John owns a auto body shop and
while seeing the need to have social media accounts he doesn't have the time to
actively monitor them. A customer then comes in, has a bad experience, finds
their Facebook page and leaves a negative review. Because John doesn't monitor
his social media the negative review just sits there for all potential customers
to see. In this case social media is John's worst nightmare- who is going to
give him business with unaddressed negative reviews and comments?
Steve
owns an auto body shop across town, is on the same social media platforms but
actively monitors them. When he received a negative comment he immediately
responded, remedied the situation and left the customer happy. Now instead of a
negative review Steve has a recommendation and a happy customer!
When you
receive a negative social media comment the most important thing to do is to
respond quickly- quicker the better. This response should be short and to the
point. Something like "We are very sorry you had a bad experience and you are
very important to us. We are looking into what happened and will get back to you
soon". The purpose of this response is to let the customer know you care and are
looking into their issue while buying you time to figure out a
solution.
Your second response needs to come within 24-48 hours after
receiving the complaint. Here you will address all their concerns, offer
solutions, and thank them for their advice. Depending on the situation you may
want to offer them incentives to remain your customer. This can be a free or
discounted product or service or even a free t-shirt or other cool
swag.
Social media gives your customers a voice and how you respond to
negative reviews and comments can make or break your business.
Take care
and tight lines!
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