The world of Atlanta social media marketing is massive. And, it can do wonders for getting your business’s name out there. But, with the highs come the lows. So, here’s how you should handle negative comments on your social media accounts:
Read the comment. Then read it again. And once more. Make sure that you have a full understanding of what the person is saying. This will help you to see where they are coming from. And, it will help you formulate an answer that addresses all aspects of their comment. If you do not understand what they are trying to say, have another employee read it. You do not want to take an action that is irrelevant.
When someone goes on a public platform and negatively reviews or comments on it, it can have you bubbling with some pretty negative feelings yourself. However, adding fuel to the fire will not help anything. After reading the comment, take a second to process what was said. It can be hard to digest, but you must keep things professional. Just think about how responding with something snarky or rude will reflect on you.
Do Not Delete
The digital age air everything out for everyone to see. And if you have received a negative comment, you understand that better than most! So, it is essential that you do not delete a negative comment or review. This will only make it look as though your professional business cannot handle criticism. Over time, it will become harder and harder for customers to trust should. So, transparency is key. However, should you receive a crude or derogatory comment, it is up to your discretion to delete. If there is a chance it could offend someone, it is better to air on the side of caution. This is because you do not want your customers to think that the comment is possibly an extension of your business’s views.
It is better to quickly rather than let a negative comment sit to fester. So, once you have reread the comment and have drafted up a response, reread that too. You can even have another employee read it to make sure it makes sense. This comment should not be condescending in any way, shape, or form. Rather, it should show that their comment has been heard and however you are going to make it right. Or, your comment can be an automated response, meaning you give them another form of contact that is more private than airing things out online.
Take a Screenshot
Use this experience as a learning tool for Atlanta social media marketing. As new members join your staff, they will be able to use negative comments and your business’s response as a guideline for handling difficult customers. So, take a screenshot and use it for training purposes!
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Emily is a graduate from Florida Atlantic University where she studied English and communication. With a background in journalism, she is passionate about writing engaging and informative articles, and has a love for local businesses. Emily strives to assist businesses in building their brand identities and communities through quality, digital content.