Post on 16-Aug-2015
1
2
How You Deal With NEGATIVE POST
On Social Media?
3
UNITED BREAKS GUITARS
NEGATIVE POST GIVES
YOU A CHANCE
TO MAKE LEMONADE
4
UNITED BREAKS GUITARS
5
UNITED BREAKS GUITARS
6
UNITED BREAKS GUITARS
7
UNITED BREAKS GUITARS
8
UNITED BREAKS GUITARS
HUG YOUR HATERS
@Jay Bear
9
UNITED BREAKS GUITARS
NEGATIVE POSTS ARE
NOT THE PROBLEM,
IGNORING THEM IS.
10
UNITED BREAKS GUITARS
UNITED BREAKS GUITARS Boutique Hotel in New York
UNITED BREAKS GUITARS
13
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
1- DO-NOT-DELETE rule (DND)
It’s like collecting someone’s comment card, reading it in front of them, and then ripping it up in his or her face.
2- NOT RESPONDING AT ALL IS A RESPONSE
Ignoring a negative comment is the equivalent of putting a caller on hold and never getting back on the line.
Social Media are the new comment cards
14
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
Types of complaints
The 2 main:
15
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
Type #1:
Offstage Complaints
16
UNITED BREAKS GUITARS
17
UNITED BREAKS GUITARS
18
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
When You Fail Offstage,
You Create Onstage Complaints
19
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
Type #2:
Onstage Complaints
20
UNITED BREAKS GUITARS
21
UNITED BREAKS GUITARS
DEALING WITH NEGATIVE POST
22
23
UNITED BREAKS GUITARS
DEALING WITH NEGATIVE POST
24
UNITED BREAKS GUITARS
DEALING WITH NEGATIVE POST
25
UNITED BREAKS GUITARS
26
27
28
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
On social sites like Facebook and Twitter, you can turn a potential bad post into a opportunity to gain customers for life, it’s an opportunity also to let any one watching on Facebook see that you care about your clients and will go above and beyond to make them happy.
The occasional fan complaint or negative comment is expected, The question is, what should you do in response?
29
COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
COMPLAINT ABOUT A ONE-OFF BAD EXPERIENCE - Apologize and ask for more information so that you can investigate the situation, try to take it offline as soon as possible with private direct message. Use “I’m sorry you feel that way”
MULTIPLE COMPLAINTS ABOUT THE SAME ISSUE – Hear them out and ask them to help you come up with solution. Then really try to do something about it. Apologize publicly and let everyone know when you’ve fixed the issue.
FACTUALLY INCORRECT STATEMENT ABOUT YOUR PRODUCT OR COMPANY - Politely reply with the correction and encourage other customers to weigh in from their experience with your company.
Dealing with negative Post
30
UNITED BREAKS GUITARS
CONSIDER RESPONDING WITH
SURPRISE AND DELIGHT
31
UNITED BREAKS GUITARS