While I was perusing the Internet for a cleaning company to perform cleaning services in my home, I came across a well-known company that has been in business for years. After doing a little research on their fees and what they offer, I was led to their Facebook page via a link on their website. Once I got there, I was astounded at what I saw. There were many great compliments about the service, but there were also several complaints about the work that was done (or not done) in their homes. And what was worse was there wasn’t any response from the company at all.
Saying nothing when it comes to complaints or negative feedback about your business is not a good thing.
Some of the complaints I saw went back a few months. Here this company is, a huge name, and there is no one monitoring their Facebook page or responding to what is being written on their wall. Why have a social media presence if you plan on not responding to customers?
There are companies who would rather delete these comments and consider it “under rug swept”, but that is even worse. Erasing comments after they have been placed on your social media pages looks as if you have something to hide. And it doesn’t solve the problem at hand.
If you are a business and have social media pages, you should have someone monitoring the pages, as well as responding to comments or complaints—whether they are good or bad.
Here are some tips on how to respond to negative comments:
- Acknowledge- the first step you must take is to acknowledge the complaint. And not defensively. Get down to the problem at hand.
- Apologize- Apologizing doesn’t mean that you admit guilt. It means that you truly do apologize for what they feel has been poor customer service, etc.
- Restate- Make sure you know exactly what the problem is by restating it and making sure you are on the same page
- Research- Track down the parties involved in the complaint. If the party is within your company, do your best to handle it with the employee.
- Fix- Offer to discount of give a free service or item to the customer.
- Make it public- Make it public so that people know that you are doing whatever it takes to satisfy the customer.
If you are in need of social media help within your company, please contact us. We are here to help you!
What are your thoughts about lack of response to negative feedback on a business social media page and/or blog?