Customers all over the world have their opinion and boy, they are not afraid to share it!
Using social media for your business swings two ways: on one hand you get insights and information directly from the buyer's market, and on the other hand, you get negative sentiment and trolling. How should you handle the latter? Let's boil it down.
There's a difference between a negative review and trolling
Negative reviews are something you should learn from,provided the feedback is contructive. Trolls and haters are here just for the sake of hating and schadenfreude. But fear not- neither of them is the end of the world for your business.
Negative reviews are a legitimate piece of feedback from your customer. People make mistakes – you could mistype their name, mix up their order or forget the discount you promised. It's right that they pointed out your mistake.
Why? First, having exclusively positive reviews seems unrealistic. To get a negative review from time to time is a good thing, because it proves that you are indeed doing something. Having exclusively positive five-star reviews makes you look like you bought the reviews you have, and that's not good.
We learn from our mistakes
Do you know who makes no mistakes? The one who does nothing at all. Making mistakes is a natural part of the process of getting better at things.
So, how should you react when negative reviews occur? He are some do's and dont's
Take a deep breath, and right the wrongs
If a customer complains on your Facebook page you should respond within 2-4 hours ideally if the complaint occurs within regular opening hours or during a day. Responding within 24 hours is acceptable during weekends and holidays. Definitely avoid longer reponse times.
If the complaint demands further actions or includes any personal information, ask the customer to write you a message, then address the complaint in the message. This way you protect the customer and avoid further publicity for the negative word-of-mouth. The other fans will see your responsible response and the negative review won't harm your image.
If it's something that can be fixed by an apology or if it's just some non-specific angrily written post, address it with a sincere apology directly in the comments section. If you are able to come clean about something you messed up, you can even gain positive karma.
Never delete negative reviews
This is a big no-no in a digital world. Deleting anything that's not hate-speech against other users or a group of users is just plain wrong.
What about the trolls and haters?
Firstly, you don't know who is and who isn't a troll. One angry post doesn't make anyone a troll yet. Trolls come repeatedly and harass your page, brand or even other users.
Why? They seek attention and publicity. „Don't feed the troll" is an old internet saying. You can ignore them or you can make a step forward and offer them something that a reasonable person would accept – a discount on their next purchase, some freebies or even an invitation to your shop or office for a personal discussion.
Blocking a user is the last option you should consider. Treat the block button with care, but don't hesitate when somebody is attacking other users. At the end of the day they are the most valuable thing you have and you need to protect them at all cost.