No one likes negative feedback. But it happens. And for some, this very thing makes them hesitant to put their business on Social Media… the fear of getting a negative review from a customer.
Here’s a everything you need to know to deal with an unhappy customer on social media!
So what happens when the worst happens?
First of all – Take a deep breath.
It happens, mistakes are made. Maybe this was something beyond your control, but it is still a reflection on your company and the person who left the review is unhappy.
Next, Be Brave and do the following:
Make sure you reply as soon as possible and publicly, in a comment on their post for instance. Thank the customer for bringing the matter to your attention. Ask them for their details so you can get in touch.
What happened and how could it be prevented in the future?
Be gracious and express your dismay/disappointment or sympathy with your customer and validate their concerns.
It is important to acknowledge the situation and not to discount the experience of your customer.
Either take steps to rectify the situation and tell the customer what you have done, or outline your plan to rectify it and follow through.
Do what you can to remedy the situation, even if you feel it is unfair.
Remember that this person is going to remember their experience. This could be the difference, not only in you receiving repeat business from them in the future, but also whether or not they recommend you to anyone they come into contact with.”
Once you have done what you promised, follow up to find out if the situation has been resolved to their satisfaction.
Thank them for having the courage and taking the time to get in touch with you. Let them know that you are grateful for the opportunity to make it up to them.”
With any luck, they will give some positive feedback regarding the resolution or even a great review in the future.
What Not To Do:
- Do not ignore the review or delete it. This looks like censorship or that you have something to hide.
- Do not get into an argument with the customer in the comments. You may feel as though they are being unfair, but being dismissive or disrespectful towards them will ultimately just reflect poorly on you.
- Do not make promises that you cannot keep. If you say you are going to do something to rectify the situation, make sure you can follow through. Failure to do so will only make the situation worse.
- If the person is making false statements or deliberately bad-mouthing your business, be open about this as well. Don’t slander them, but you can defend yourself if necessary. You can comment or even create a post explaining what the issues were and what steps are being taken, particularly if that person is harassing you. Once you have done so, perhaps ban this particular person from your page to avoid issues with them in the future.
Remember that even the best companies get bad reviews from time to time, but the importance is how you handle them.
Regards for now!