You can’t control what your customers might say about your business – that’s a fact!
And it’s one of the reasons why a lot businesses are holding back from social media.
They’re quite hesitant on getting their business out there because they are afraid of getting negative feedback.
What these people don’t know is that in every negative feedback they get – there’s an opportunity for them to increase their engagement with their customer.
You see, in every single rant, there are potentially hundreds of people “quietly” complaining about the same thing with their friends. And if you are there to respond to them and give them solution on their problem, you’ve just made them feel you’re listening and that you care.
Not only that, you’ve also given those “quiet people” a hint that you’re a human that they can talk to.
So, how do you respond to negative customers ranting on social media?
- Respond in a timely manner. Try to respond as quickly as you can. Leaving a complain unanswered is like telling everyone that you don’t care.
- Apologize up front. Whether your customer is complaining over something silly, you better off taking the “customer is always right” approach.
- Have someone read your response first before you post it. There are times that you may think that you’re being polite, but it may be perceived differently by someone else – believe me, it happened to me a few times before.
- Respond publicly first, then try to take the conversation privately. Send them a private message and explain to them that you want to discuss the matter in a way that offers them better experience.
- Show your appreciation for their feedback. Let them know you appreciate their feedbacks and that you’ll consider their suggestions for improvement.
- Ask them how you can make the situation better – believe me they will appreciate it.
- Acknowledge and validate the feedback. Sometimes, there are people who just want to stir up some controversy. Whether its true or not, you must look at it as an opportunity.
There you have it! In what other ways do you deal with negative rants online? I’d love to hear your tips on the comment box below.