Written by: Thelma Cook
In 2021, it’s more important than ever for brands and businesses to maintain an online presence.
In other words, every modern business needs a website, social media accounts, and profiles on review sites, such as Yelp and Google Maps, all of which make it easier for consumers to find and connect with them.
However, while having an online presence makes it easier for brands to connect with their ideal customers, it also puts them within reach of trolls and unhappy customers that want nothing more than to spread slander across the entire internet.
Which has left us wondering; how are brands supposed to deal with complaints, rude comments, and negative reviews on social media?
Below, we’re going over a few simple tips for effectively dealing with online negativity.
Don’t Ignore The Negativity
In 2021, your brand name, business cards, logos, etc., are a big part of how consumers perceive your company.
When you find a negative comment or a negative review about your business on social media, your first instinct may be to ignore it and move on.
However, when you do this, you increase the chances of a potential customer or client finding the negative comment or review.
When this happens, the potential customer will see that somebody brought up something negative about your business and that you didn’t take any proactive steps to either confirm or deny the negativity.
Rather than ignoring negativity, it’s better to confront the situation head-on to validate the unhappy customer’s claim.
Think Before Speaking
When dealing with negative comments, complaints, or bad reviews, it can be easy to lose your cool.
After all, you’ve probably spent months or years building your business, and now, somebody is saying bad things about all of your hard work.
However, arguing or fighting is only going to make things worse.
So, rather than flipping out, it’s best to take some time to think about the best way to approach the situation without making anything worse.
Be Polite And Apologize When Necessary
Whether the comment or complaint is unfounded or not, it’s essential to always offer an apology if it’s warranted.
The fact is that sometimes businesses make mistakes.
And, whether you’ve accidentally overcharged a customer, they got a defective product, or they’re simply not happy with the products or services you’ve sold them, you need to take responsibility for the situation.
By apologizing, you’ll make the unhappy customer feel better about what’s happening, and any onlookers will see that your company cares about its customer complaints and reviews.
Explain The Situation
Again, sometimes mistakes happen, and they’re entirely unavoidable.
However, when you find yourself, your brand, or your business in a sticky situation, the best thing you can do is to explain the situation, allowing you to assess the problem and find the most effective way to smooth things over.
In turn, explaining the situation will help both you and your unhappy customer make sense out of what’s happened.
And, in doing so, you’ll be able to find the absolute best way to fix things.
Offer A Solution
Whether you or your customers are at fault, one of the best things you can do to deal with complaints, rude comments, or negative reviews is to offer a solution.
Maybe your customer is unhappy with the product or service they’ve received.
In that case, offering a refund is likely the best course of action.
Alternately, maybe your customer is being unreasonable and making a fuss over nothing.
Even then, it can be beneficial to try and offer some solution, whether that’s a free giveaway, a discount, coupon, or anything else; sometimes, simply offering a solution will be enough to smooth over what could have turned into a sticky situation.
In the end, the best way to deal with negative complaints, comments, or reviews is to confront the situation and move on!
Keep posting content, creating blogs, sharing information, and simply doing what you do best.
And, before you know it, those one or two negative comments or reviews will be part of the past!
About the author:
Thelma Cook is a freelance writer that writes beautifully. She has extensive advertising experience. When she is not buried in her work, she loves to draw and study french.