Social Media is an extremely powerful tool that can be used to raise awareness and most importantly generate leads for your Business. But at some stage, all businesses and Social Media Managers will have to deal with negative social media comments on their brand’s pages or posts. So having a procedure in place to effectively deal with them is really important. We have put together a step by step guide so that you know exactly what to do when it does happen. Let’s get straight into it.
So you have received a negative comment on one of your Social Media posts. What’s the first thing you should do? Read the comment a few times and try to work out the root of the problem. Once this has been established, start to think of solutions and how you can help.
Is the comment addressing something within the post or campaign Ad? Read over your content to make sure that you haven’t made any mistakes or accidentally provided misinformation. If you have, you need to make a decision on whether you should edit, repost, or delete the piece of content entirely.
If there is a grammatical mistake in the copy, then this can easily be edited without having to delete and repost. However, if the mistake is within the imagery or video then you should consider taking down the post as this can’t be edited without reuploading.
You should always screenshot the negative comments and file them appropriately. This could be useful the next time you consider pushing out a piece of content or train employees to use your social media channels. Comments can easily be deleted so make sure you do this as soon as possible.
In some cases, comments need to be deleted. If they come across derogatory or use inappropriate language then you should consider deleting them straight away. However, if the negative comment is questioning your content or your Business in general then you should try to publicly address the issue. Deleting the comment in these situations can make it look like you have something to hide.
Most people on social media expect a response from a business within an hour. So make sure that you are active on your page and look at notifications when they come through. The longer you leave the negative comment, the longer it looks like you are ignoring it and shying away from resolving their issue.
Negative comments can be hard to hear. But it is extremely important that you keep your cool and respond in a polite and professional manner. Remember, it’s not just the person commenting who can see it. Anyone who clicks on the comments section of your post will be able to read your reply.
Proofread your response and make sure that you have addressed all of their issues in a professional way. This is your chance to turn an angry customer into a loyal one!
Negative comments can often lead to more negative comments from other people, so make sure that you keep an eye on the comments section for a few days. Even though you’ve addressed the original issue, everyone else will expect you to respond to their comment too so make sure to keep an eye on the comments for a few days.
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