The worst thing you can do for your brand is to ignore negative comments. Let's start a conversation. While some will try to get permission from a client or member of the public who is not officially connected to the company, most employees posing in front of the company sign or at an exhibit booth as a company representative have an expectation that this is part of their job. If you need to discuss something more private with the customer, like something account-related, for example, you can still respond publicly and let them know you’ve reached out via a direct or private message. 2. Here are some great comebacks for the individual who is always giving you unsolicited advice, and making negative remarks. Your audience will only mind that you’re deleting things if you are trying to hide something. How to respond to positive & negative Facebook reviews. The Society for Human Resource Managers (SHRM) has a great article on this. Have you tried our lemon drop cookies? Get more positive reviews on Facebook to bury the negative review. For an everyday customer response, on a negative comment! Negative Facebook reviews can be a big problem for your business - but you can lessen their impact. How to Respond to Negative Reviews on Social Media. If the negativity continues, try to resolve and ask the commenter to consider removing the post. The comments were rude, and even though there were literally HUNDREDS of positive comments appropriately raving about her project those two negative comments stung. Comments are responses to posts on your Facebook wall. Instead, get to a calm mental state and respond in a professional manner. You can then consider hiding the comment. For example, you could say something like “Hi Sue, We’re so sorry to hear about your negative experience with our product. Although a customer or former disgruntled employee may be complaining about you on Facebook, if you keep your Facebook updated with all the positive things you’re up to, including that “Best Place to Work” award you’ve gotten for the fifth year in a row, or your excellent HR department, or your client success stories, it really shows the overall picture. 5 Types of Facebook Comments and How to Respond 1. A good guideline is to respond where the poster has asked a question, made a strong statement, pointed out a mistake you have made or has a request. In a perfect world, you would satisfy every customer; but in the real world, you can’t; and in the digital world, anyone can publish an online review of your business. But their “advice” was very well thought out and useful, beginning with: “The keys to success in social media are being honest about who you are, being thoughtful before you post, and respecting the purpose of the community where you are posting. A former coworker seemed to talk non-stop and loudly, interrupt incessantly, gossip about whomever wasn’t in the room, constantly complain, and live quite happily in martyrdom. While it will not satisfy everyone completely, most will understand that the comment was removed because it did not abide by the rules set forth on the page. How to Respond to Negative People Without Being Negative By Midge “Don’t let the behavior of others destroy your inner peace.” ~Tenzin Gyatso, 14th Dalai Lama. Responding adeptly to negative postings can also turn lemons into lemonade. This is a customizable feature that you can set how you like. It’s important to remain professional; it can be easy to get caught up in social media feuds between celebrities, but remember that you aren’t them – you are a business. Just because you responded to a negative comment, it doesn’t mean that you need to go back and forth publicly on your social media page. Subscribe to our blog & get notified on the latest trends that impact your business. As soon as you’re aware of a negative review, set 5 minutes aside to address it. Always respond. Whether or not to delete the comment is a dilemma which you need to address on a comment-by-comment basis. @mention Fans in Your Response. On Facebook, this works by clicking on the three dots icon next to the respective comment. Keep Your Responses Crisp and Positively Worded Of course you must respond to negative reviews, but don’t make it long-winded and wordy. 4. In a more serious matter, humor is not always the way to go. (function(){var qs,js,q,s,d=document,gi=d.getElementById,ce=d.createElement,gt=d.getElementsByTagName,id='typef_orm',b='https://s3-eu-west-1.amazonaws.com/share.typeform.com/';if(!gi.call(d,id)){js=ce.call(d,'script');js.id=id;js.src=b+'share.js';q=gt.call(d,'script')[0];q.parentNode.insertBefore(js,q)}id=id+'_';})(). So you’re thinking, “why did we ever say we would do this social media in the first place?” Well, it’s because you also want to reach more people, be known as a thought leader, and more than that, have an engaged audience. For whatever reason, they’ve simply adopted a negative mindset. 1. As a small business owner, consultant or upper-level manager in a professional services firm, you’re busy, and each day, more and more demands are made on your time. In fact, I believe we should embrace controversy , but that doesn't mean being rude. If you have a large, active audience that mentions you often but you don’t have a dedicated social media person on staff, consider setting up a service like Mention which alerts you to what people are saying about your organization online for a nominal monthly fee. How rude! We are human. One way to encourage involvement and mitigate risk is to develop guidelines. 2. Examples for How to Respond to Reviews on Google and Facebook Why Responding to a Negative Review Helps Your Reputation Management Strategy. And yet, we want to encourage our employees to make responsible use of social media as often as we can. Most social media management software can greatly streamline this workflow, as you can respond across all channels from within one dashboard. Don’t let your emotions dictate what you’re going to write in your response to a negative review. Contact the commenter privately. If that is the case be prepared for your audience to act accordingly. However, Allen Solly found the right tone of voice in this Tweet and turned the customer’s response around to something positive. We all know a toxic person; it could be your aunt or some idiot in your class who always likes to point out the negative. You absolutely cannot let a negative review sit out on a major review site with no public response. As you’ll soon come to find in this post, your responses to Google reviews have just as much of an impact as the reviews themselves. For example, in August 2017, local Lexus dealerships in Calgary, ... with some customers leaving extremely negative 1-star reviews on Facebook and Google. With this in mind, we’ve compiled a few different examples so you can see how other companies are responding positively to negative reviews on Facebook. The saying “the customer is always right” should always apply in your response to negative social media comments. Editor’s Note: This post was originally published in February 2018. Not every negative person intentionally acts negatively. The etiquette of how to respond to Facebook comments isn’t cut and dry, but with a few simple principles you can acknowledge your fans and grow a community. Start responding to negative comments like a pro with these simple dos and don’ts. Thank the customer for bringing the situation to your attention. A genuine response from the owner, accepting fault, and asking the customer to come back got this pest control company three extra stars. This is easy to do when the comments are positive. Here’s a template that mimics that calm and professional tone. It seemed nothing and no one escaped her negative spin. Most of our customers RAVE about our chocolate chip cookies. If you’re able to have a private conversation, see if the original commenter would mind removing the post. This article will talk about the best way to respond to such reviews, give you examples of how you can respond to negative reviews, and, give you access to a ton of templates that will help you customize your review response in seconds.Now, time to deconstruct the perfect review response for you. Remember the PR executive who tweeted an offensive comment about race and AIDS? As with any message you post publicly to your audience, you need to highlight that you care. Responding adeptly to negative postings can also turn lemons into lemonade. Don’t you want to know if a customer has a complaint or disagreement. Refer to specific aspects of the customer’s unique experience instead of generic comments that could apply to anyone. Here's what some social media pros—and our own Facebook fans—have to say about responding to negative comments on blogs, forums and Facebook. Disparaging Facebook comments can really make you angry. You can hide, delete or report comments for breaking Facebook guidelines. Your responses to negative comments should never be cut and paste. Healthcare facilities like doctor’s offices and clinics face more difficulties when responding to negative reviews because of the Health Insurance Portability and Accountability Act. Often in these situations, just take a passive role as opposed to going for the jugular. Even if there isn’t much you can do, actively addressing their concerns can ease the tension even a little bit. Also, by responding, you are showing other followers that you acknowledge these issues and care about them. Could you please private message us with details about your experience and contact information so customer service can contact you directly and work something out together?”. As long as the negative comment is not a truth that you should really address anyway, feel free to delete. It’s your company’s duty to respond. It was updated in December 2018 for accuracy and comprehensiveness. Get additional help. Responding to Facebook … Rather than shying away, Lexus of Royal Oak took the opportunity to turn a bad situation into one that boosted their reputation even more. If you communicate to your customers in the exact same way every single time, you will tarnish your brand identity. Baylor Cherry | Ask the customer to write you an email, direct message, or call the customer support. Comments are not marked as reviewed and do not have a star rating. When it comes to responding to negative reviews, less is more. If someone posts a complaint, you can respond in the comment section. Share on Twitter Share on Facebook Share on LinkedIn Share via email. They posted something because they want to be heard and they want a reaction. Learn the best way to handle and respond to the negative comments online. By failing to respond, you’re missing an opportunity to not only neutralise a negative review, but also showcase your employer brand to all stakeholders who will read the review including current employees and futur… Just state that most of your clients LOVE what you provide. Responding correctly can help turn a negative into a positive, while not responding properly can only make things worse. Moving it to a private conversation will prevent others from seeing further details on the situation. In my experience you will find that the customer will delete his earlier negative comments and post the raving review or an apology once you talk to him. But it should be. Respond Quickly One of the biggest problems companies face is failing to respond to a negative review quickly enough. So, here are some tips on responding to negative social media comments in the best possible way. Call the customer by name. This just isn’t fair to your brand to have your cookies tarnished. Always Respond. When it comes to customer feedback, responding to negative reviews isn’t always fun. Some comments should be removed and not responded to: We work with growing small- to mid-size businesses and nonprofits that sell the invisible – forward-thinkers whose main product is a service, idea or advice. To lash out once more, they may decide to repost it and call you out for deleting it, or then post something in another location that you aren’t able to delete. 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