If your company or organization is on social media, then eventually you’re going to get a complaint or negative comment. How you deal with these comments will determine how people view your business—if you handle them well, then you will obtain a reputation for being a customer-focused company. If not, then potential customers will view your business as cold and unresponsive. And in the end, this will affect your sales. In a previous article, we looked at the first step in dealing with such comments—to be quick in response. Now let’s look at another component of negative social media comments: being apologetic.
Remember the rule “the customer is always right?” We all know that is not always the case, but it nevertheless guides us in dealing with customers. So if someone leaves a bad comment on your Facebook page, or a negative comment on Twitter, you need to apply the rule there as well. So apologize to the customer for whatever it is they’re distressed about. However, it is very important not to let some customers drag you into a fight, or “flame war” online. Do not argue and do not resort to name calling or the such.
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