Dealing with Negative Feedback 

Putting your brand on social media is a great opportunity to get user generated content. Good content advocates your brand and is a positive signal for SEO. However, feedback from users can sometimes be negative. Here’s how to manage that effectively, whilst keeping Google and your followers sweet!

Negative feedback happens from time to time. Businesses are largely run by humans and humans sometimes make mistakes. Even technology can fail on occasions. Sometimes the theory ‘the customer is always right’ isn’t always totally accurate. It’s not unheard of for a customer to use the powers of a public slandering to get what they want – even if not justified. Social platforms provide the perfect platform for customers to have freedom of expression and opinion.

Using social media for your business can be a double edge sword. A critical part of your digital marketing efforts, social media marketing is fundamental to your SEO performance. But with that exposure comes an element of risk.

What are the risks of bad feedback?

No-one enjoys having a bad reputation. A good reputation takes time and effort to build. But it can all be brought down by bad feedback. Negative posts can be shared to a wider audience and negative comments can attract more negative comments. Really bad situations can make the press, like HSBC’s social media blunder with Apple Pay a few years back.

Commercially, this can result in a loss of customers and a decrease in sales revenue. But digitally this can result in a loss of rankings. Poorer rankings mean less traffic, which equates to less conversions. A ranking penalty is a tough blow but recovering is also tough and can be timely.

So what action can you take to tackle back feedback? We would consider there to be a right and a wrong way to deal with this.

The wrong way to handle bad feedback on social media

Every business has their own policy on content management but blocking or removing bad content doesn’t bode well.

Blocking content means adjusting your settings so that your customers can not add posts or comments to your brand’s social pages. This means they can’t engage with you. Not really the point of social media now is it?

Some businesses choose to remove negative posts or comments that could be damaging to their brand. This aggravates customers and is poor practice, if you want to show credibility and resolve conflict. Both options seek to manipulate content and are bad for SEO.

The right way to handle bad feedback on social media

 The more transparent you are, the better. A disgruntled customer can be turned around by showing some humility and attempting to resolve the issue. Here’s how:

  • Acknowledge poor feedback. Thank them for bringing it to your attention and if applicable, apologise for their experience.
  • Take action. Seek to resolve the issue, even if it’s not the exact resolution they wanted. Showing willing is a step in the right direction.
  • Take the complaint offline. Suggest they DM you or you call them, to resolve things personally.

There are great benefits to following these steps. Publicly responding shows other followers that you are fair and have the customer’s best interest in mind. Really good resolutions can sometimes earn you some really good PR and turn a negative into a positive.

Need help with your social media marketing? Whitefish Marketing agency in Kent work with businesses in the south east to improve their online visibility. Call us on 01303 720 288.

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