5 Ways of Handling Negative

Comments

By

Pamela Seiple from HubSpot.com

The longer you let a negative

go unanswered, the more

credibility it gains with a user’s

friends and followers. An

immediate reply, however,

shows that you’re paying

attention and concerned about

the problem.

Make a quick response your first priority.

A petty argument about

who’s right and who’s

wrong will accomplish

little. And note, most

observers see silly

complaints for what

they are.

Apologize, even if the customer is incorrect

Provide an initial response in public, but

move on-going discussions with difficult

customers to private channels.

Continue tricky conversations

in private.

Treat any complaint – however harsh- as though it were constructive criticism. “After you’ve apologized for their unsatisfactory experience,” Pamela recommends, “let them know their feedback is appreciated and that you’ll seriously consider their suggestion for improvement.” And be sure you follow through on your promise.

Thank customers for their feedback.

When social media attacks, fight back with kindness and

understanding.

The point.

*Make a quick response your first priority.

*Apologize, even if the customer is incorrect

*Continue tricky conversations in private.

*Thank customers for their feedback.

*The point.

Summary