Dealing With Negative Reviews
Your response shows potential customers how your business deals with complaints.
Some refer to them as haters. They usually make you want to fire off a quick response in return because they’ve evoked negative emotions. A social media troll is one who deliberately posts negative comments or reviews to provoke others. Whether true or not, their intent is to cause trouble in your social media communities.
Customers are looking for reviews to see positives as well as how a business responds to complaints. The way you react to trolls can impact your reputation. Here are a few tactics to keep in mind.
1) Always respond
It’s important to always engage with a comment, whether it is positive or negative. A response shows that you took time to try and find a resolution.
2) Restate The Complaint
In your response repeat back what the customer is posting about. Is the complaint about your company or product factual?
3) Highlight Your Strengths
Show the customer that your products or services have a reputation.
4) Don’t Make Excuses
Don’t place blame on an employee or situation. Take ownership of the complaint.
5) Resolve the Issue
An offer is usually the easiest way steer the complaint towards a position outcome. This doesn’t have to be extravagant, a simple $5 gift card can often make a customer happy.
6) Don’t Be Afraid To Ask for Proof
If you feel the complaint is fraudulent don’t be afraid to ask for proof of the complaint. You loyal fans will see this complaint for what it is and support your actions.
There’s no way to completely stop negative comments or reviews, but using these tips you can help you keep them under control should you find yourself going head-to-head with a troll on your brand’s page.