We make mistakes. Unfortunately, they do pop up from time to time, from unhappy customers who express their anger or discontent within the comments of your content. On Facebook, this works by clicking on the three dots icon next to the respective comment. If someone takes the time to comment on your post or page, respond to them using best customer service practices. Depending on the gravity of the situation, reply appropriately. However, Allen Solly found the right tone of voice in this Tweet and turned the customer’s response around to something positive. However, responding in the moment’s heat can turn the situation worse for you. 7 Tips for Responding to Negative Comments on Social Media. Also, by responding, you are showing other followers that you acknowledge these issues and care about them. They should skim through Facebook, Instagram, and Twitter comments to spot any messages that might require an immediate response. With this in mind, we’ve compiled a few different examples so you can see how other companies are responding positively to negative reviews on Facebook. Whether the comment is positive or negative, responding publicly helps build accountability, transparency, and trust. 1. Sometimes our employees make bad choices— even the “seasoned” ones. Whether or not to delete the comment is a dilemma which you need to address on a comment-by-comment basis. 2. Negative reviews are inevitable for any restaurant, but you should see it as a prime opportunity to effectively respond to the review and solve any issues raised by the reviewer. Maintaining public relations is a must for brand building. 2. However, you don’t want to engage in a back-and-forth that uncovers more cracks in the armor, so to speak. In a more serious matter, humor is not always the way to go. By addressing their concerns directly, you have the opportunity to change their mind about your company. 4. Learn the best way to handle and respond to the negative comments online. In light of examples like the one above, companies are grappling with how to handle botched tweets or responses from company representatives that didn’t represent them well, as well as less-than-happy customers or a former disgruntled employee’s venomous tweets or Facebook posts. And we haven't even mentioned the negative feedback you might receive via posts or comments. Of course there are always exceptions. Here is an example of how to respond to customer reviews while remaining HIPAA compliant: “Hi … You should reply to every comment whether it’s positive, negative, or neutral. Could you please private message us with details about your experience and contact information so customer service can contact you directly and work something out together?”. In my experience you will find that the customer will delete his earlier negative comments and post the raving review or an apology once you talk to him. In most cases, even if you don’t think the customer is right, it’s important to acknowledge the issue. The customer is responding to his/her experience with your business just as he/she would with any other business. Baylor is a Marketing Specialist for Bluleadz. If you’re able to have a private conversation, see if the original commenter would mind removing the post. Here's what some social media pros—and our own Facebook fans—have to say about responding to negative comments on blogs, forums and Facebook. You have an entire business to run. This is just another way to show that you care about what they have to say and they won’t feel like your comment is just an automated response. Once people start noticing that unhappy comments receive the same message in reply, it will only make your company seem insincere and inauthentic. Write your review response in the same language you would use in conversation with a friend. Responding to Facebook reviews is fairly self-explanatory: Navigate to the review on your Facebook Business Page; Make sure you're 'commenting as' your business and not your personal account. ... For example, I posted on my facebook page a mock up of a room design I was working on and asked for feedback. You can hide, delete or report comments for breaking Facebook guidelines. hbspt.cta._relativeUrls=true;hbspt.cta.load(57042, '298fd1f0-03bc-4514-805f-5f4b4fbf20d3', {}); Everything You Need to Know About Marketing Your Business on Instagram. If you communicate to your customers in the exact same way every single time, you will tarnish your brand identity. Don't lose sight of who your brand is and what you stand for – let that shine through every engagement you have with your customers and social media followers, and they'll know that you care about them. – make sure they set aside five to 10 minutes every other hour to monitor the engagement on your social channels. But it’s rarely an option either. Social media is full of what the kids like to call “trolls.” You know, those rude people that thrive off of putting other people and businesses down (they’re not the cute little Trollz with big hair who sing and dance in the movies). In a more serious matter, humor is not always the way to go. While responding to negative comments is imperative to maintaining your brand's reputation, responding to positive comments allows you to express gratitude toward those who adore your brand. If you’re inclined, wait it out a bit before replying. How to Respond to Negative Feedback. With these templates and informational articles, you should have everything you need to boost your business’s online presence with online reviews. But their “advice” was very well thought out and useful, beginning with: “The keys to success in social media are being honest about who you are, being thoughtful before you post, and respecting the purpose of the community where you are posting. Have you tried our lemon drop cookies? A successful social media marketing strategy must consider what to do when negative comments roll around. Interested in our services? Remember, your social media page is YOURS. Responding to negative messages as soon as possible shows that you care about what they have to say. This just isn’t fair to your brand to have your cookies tarnished. And it’s totally understandable. Three to four sentences is a good rule of thumb. Well, I’m sure every business has encountered at least one of these individuals on social media, leaving negative comments on your tweets, Facebook posts, and Instagram images. Another option for negative comments is to allow your community to respond. Don't ignore negative comments. 6. On Facebook, you are able to moderate comments to exclude any posts or comments including any certain words from displaying on your page. Responding correctly can help turn a negative into a positive, while not responding properly can only make things worse. Responding in a positive manner and showing that you care about your audience is the best route to take. If you have a large, active audience that mentions you often but you don’t have a dedicated social media person on staff, consider setting up a service like Mention which alerts you to what people are saying about your organization online for a nominal monthly fee. In fact, I believe we should embrace controversy , but that doesn't mean being rude. Rather than rattle off a negative response, either have someone else who is less emotional about the situation respond or wait until your emotions calm before responding. Not every negative person intentionally acts negatively. After all, there are certain horrible things being posted about you on the internet, how could you not react, right? It’s your company’s duty to respond. Thank the customer for bringing the situation to your attention. If it’s not possible because the follower is not cooperating, show that you’re doing all you can to resolve the problem by having a cautious public conversation. As long as the negative comment is not a truth that you should really address anyway, feel free to delete. When it comes to responding to negative comments, there's no one right way to do it. We all know a toxic person; it could be your aunt or some idiot in your class who always likes to point out the negative. Avoid an overly formal tone. Respond politely with something like, “Sorry to hear that. [Tweet “88% of online shoppers incorporate reviews into their purchase decision.”] it’s not being said “behind your back.” You have the ability to engage—if necessary apologize and correct—or at the very least, clarify. Suggested responses for negative Facebook reviews. However, there are a few exceptions to this rule. Don’t let your emotions dictate what you’re going to write in your response to a negative review. ^CJH, — Verizon Support (@VerizonSupport) October 9, 2014. the financial industry, healthcare providers) , and others are making headlines for demanding potential employees’  Facebook user names and passwords, which seems a bit extreme. We are human. Conversation between an audience and an organization on social media is the epitome of transparency. Two companies who constantly try to first, show everyone that they are interested in resolving the situation and second, try to divert the conversation to a private space are Comcast and Verizon. When you respond to the comment, try to encourage the user to transition the conversation to a more private place, like in the direct messages of the social network the negative comment came from. Customer Feedback | Start responding to negative comments like a pro with these simple dos and don’ts. The company she represented immediately responded by firing her. Ask the customer to write you an email, direct message, or call the customer support. The Society for Human Resource Managers (SHRM) has a great article on this. They posted something because they want to be heard and they want a reaction. Recently a former employee of one of our clients repeatedly posted on their blog and Facebook page that the company was using an unauthorized photo or posted “remove this photo” on various industry event photos in which they were pictured. Keep in mind that Facebook’s review reporting process can take some time, so be sure to stay on top of it (see Step 6) so that you don’t leave the negative review hanging out there too long without a response. How to Respond to Negative Google Business Reviews: 6 Tips Every customer has their own preferences, expectations, desires, and wishes. 5. You aren’t able to directly … Another way to make it personal is to sign your name at the end of your response, so they see that a real human is making the effort to reach out to them and not just hide behind a company page. Most social media management software can greatly streamline this workflow, as you can respond across all channels from within one dashboard. Don’t you want to know if a customer has a complaint or disagreement. If that is the case be prepared for your audience to act accordingly. @TaraUrso Did you try unplugging the router/modem and plugging it back in? Here are examples of and templates for responding to negative (and positive) reviews. One way to encourage involvement and mitigate risk is to develop guidelines. Most customers won't write you off based on one negative comment. Respond politely with something like, “Sorry to hear that. When you respond to the comment, try to encourage the user to transition the conversation to a more private place, like in the direct messages of the social network the negative comment came from. If you have information about your customer in your CRM, then use it to make your response more personal. Negative reviews can often feel personal but responding to reviews when angry or tempers are running high is the worst thing you can do. As you’ll soon come to find in this post, your responses to Google reviews have just as much of an impact as the reviews themselves. When it comes to customer complaints, it is recommended that you always respond to them as soon as possible. 3. You can’t always make this an official policy (see article referenced above from SHRM), but discussing written guidelines during an employee review can also go a long way. Although negative feedback on social media platforms can be a community management team’s worst nightmare, with fast reactions and a solid plan of action in place, there is no reason why negative comments should harm a brand: When negative comments are posted on social media, it’s important to respond as quickly as possible. Whether it’s a bad review or a negative post by a follower, companies need to be on guard. Just for example’s sake I had a staff member tweet about an instance of slow connection time on her Verizon internet service (she really does like Verizon and feels it’s usually pretty fast!) This hypothetical situation about cookies can be applied to most products or services. The Dos and Don’ts of Responding to Negative Social Comments DO: Respond in … The rule of thumb is to keep it crisp. Responding correctly can help turn a negative into a positive, while not responding properly can only make things worse. How to Respond to Negative Reviews on Social Media With this in mind, we’ve compiled a few different examples so you can see how other companies are responding positively to negative reviews on Facebook. Below are some online reviews from business owners that will make you go WOW. Companies deleting truthful comments are only showing their audience that they aren't to be trusted. . Negative feedback is good for you. Examples for How to Respond to Reviews on Google and Facebook Why Responding to a Negative Review Helps Your Reputation Management Strategy. 1. But more importantly be engaged and transparent. You can then consider hiding the comment. On Facebook, for example, this works with one click (and the user won’t even know). Many, however, will gain respect for your business if you respond to the comment in a pleasant and helpful way. Plenty of airlines are quick to respond to unhappy customers whose flights get delayed or cancelled. Comments are responses to posts on your Facebook wall. Meanwhile, anyone who visits your social page will be able to see that one-star rating and use it as an indicator as to whether they'll pay you a visit or steer clear. It’s important to remain professional; it can be easy to get caught up in social media feuds between celebrities, but remember that you aren’t them – you are a business. As a native Floridian, she enjoys soaking up the Florida sun, buying clothes she can’t afford, and dreaming about one day owning a dachshund. How can we help? The saying “the customer is always right” should always apply in your response to negative social media comments. Share this appreciation with your customer, either right at the beginning or at the end of your response. It helps your company improve and grow better than the competition. The last thing someone wants when they are upset or angry is to be ignored. Depending on the gravity of the situation, reply appropriately. Always respond. This article will talk about the best way to respond to such reviews, give you examples of how you can respond to negative reviews, and, give you access to a ton of templates that will help you customize your review response in seconds.Now, time to deconstruct the perfect review response for you. Coming across a negative comment or a bad review might give you the temptation to reply to that customer then and there. It was updated in December 2018 for accuracy and comprehensiveness. Take a deep breath, regain your own inner peace, and perhaps talk to some trusted friends about the comment before replying. If you already have the user’s contact information, comment back letting them know that someone will contact them about their situation and reach out to solve the issue at hand. And most importantly, do not respond to a negative comment immediately. Great example and proof of how responding to online reviews can turn a negative into a positive, or a detractor into a promotor. It was … Cover your response in three to four sentences at most. We’re sorry your experience didn’t match your expectations. Three to four sentences is a good rule of thumb. Let's start a conversation. Whether on Twitter or Facebook, you can contact the negative follower by direct message. So, by not taking charge of your negative reviews where you can, you are missing out on your chance to have your say. Although a customer or former disgruntled employee may be complaining about you on Facebook, if you keep your Facebook updated with all the positive things you’re up to, including that “Best Place to Work” award you’ve gotten for the fifth year in a row, or your excellent HR department, or your client success stories, it really shows the overall picture. Comments can even be pre-moderated by setting up a list of blocked words via the Facebook … For an everyday customer response, on a negative comment! For whatever reason, they’ve simply adopted a negative mindset. Some organizations and institutions spell out in great detail, the expectations around social media, although Skidmore College called it “advice”rather than guidelines or policy. “Don’t let the behavior of others destroy your inner peace.” ~Tenzin Gyatso, 14th Dalai Lama. Example phrases: “Thanks for your feedback” “Thanks for bringing x to our attention” In exceptional cases, it may make sense to hide comments. The worst thing you can do when someone has left a negative post on your social media page is delete it. Engage with your audience and you will build champions and advocates. For example, when a negative comment starts an uncontrollable discussion. Whoever is in charge of your company's social accounts – whether it be a social media coordinator, marketing manager, etc. It’s easy to do on both Facebook and Twitter. Your company made the dive into social media, and now your agency tells you that you got a negative review on Facebook or some suspect comments on your blog. We’ve got some great examples of businesses responding to reviews. How to respond to positive & negative Facebook reviews. For example, I recently received an email from a friend who has been blogging longer than I have, receives millions of pageviews each month, and received a few negative comments on an incredibly awesome post. 88% of peopleclaim to have been influenced by an online review (for anything, not just employers). Well, when you work for a company and photos are taken on the job or in public, these are considered property of the employer. As a small business owner, consultant or upper-level manager in a professional services firm, you’re busy, and each day, more and more demands are made on your time. Most of our customers RAVE about our chocolate chip cookies. If you feel the need to add a temporary placeholder response while you wait for Facebook’s determination, add a brief, polite response. This could be helpful when addressing a team at work after someone makes a passive aggressive comment. Get more positive reviews on Facebook to bury the negative review. Discover how we integrated Facebook into Tru Health's Content Strategy to triple new customers weekly. How to Respond to Negative Reviews on Social Media. While I do have real-life examples of verbal/face-to-face confrontations, for now I'll share with you some recent ways I responded to negativity with kindness. 1. In order to find those pesky negative comments, you must actually pay attention to all the comments that come through your social feeds. A good guideline is to respond where the poster has asked a question, made a strong statement, pointed out a mistake you have made or has a request. For example, you could say something like “Hi Sue, We’re so sorry to hear about your negative experience with our product. Many industries have strict privacy and policy codes (i.e. Social media is supposed to be just that – social. What if a comment comes from an employee? While some will try to get permission from a client or member of the public who is not officially connected to the company, most employees posing in front of the company sign or at an exhibit booth as a company representative have an expectation that this is part of their job. Potential customers research small businesses by looking at customer reviews to see if a business has a good reputation. Everyone has … Timing counts and most of the people who post a comment on our social media expect a response within 24 hours, any longer can discourage them from future interactions. That said, when negative behavior repeatedly surfaces, it is time to make your voice heard. Most of our customers RAVE about … Could you please private message us with details about your experience … Give them a shoutout, share their message, and personally thank them for their kind words and business. For example, begin your response with something like this: “Thank you for providing your feedback and letting us know about this issue.”. successful social media marketing strategy. Stay up to date with the latest marketing, sales, and service tips. People who have a negative experience are more likely to tell their friends and family about it - they'll hear it both in person and when the review is shared online. Negative Review Response Introduction . Keep Your Responses Crisp and Positively Worded Of course you must respond to negative reviews, but don’t make it long-winded and wordy. However, keep in mind that this can sound condescending when talking one-on-one with someone. When it comes to responding to negative reviews, less is more. The etiquette of how to respond to Facebook comments isn’t cut and dry, but with a few simple principles you can acknowledge your fans and grow a community. Almost all social platforms have this function available for your safety. Refer to specific aspects of the customer’s unique experience instead of generic comments that could apply to anyone. Comments are responses to posts on your Facebook wall. If their original problem is taken care of this should be no problem. First Impressions: Is Your Company Looking its Best? Like mentioned before, it's important to be timely when responding to negative comments so users don't feel forgotten. Start responding to negative comments like a pro with these simple dos and don’ts. If they have included information in their negative post, then mention it in your response, which shows that you took the time to read what they had to say. ... Here’s an example: ... Be careful about advertising on Facebook. Contact the commenter privately. These clever comebacks will let them know that you know that you are not interested in hearing their nasty comments. This just isn’t fair to your brand to have your cookies tarnished. You can hide, delete or report comments for breaking Facebook guidelines. Contact Us When it comes to responding to negative reviews, less is more. Responding to Facebook … While it will not satisfy everyone completely, most will understand that the comment was removed because it did not abide by the rules set forth on the page. Airlines are quick to respond to positive & negative Facebook reviews to address a... 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