Negativity


Just about every company has some form of social media. It’s allowed companies to talk to their customers directly. They have taken their business to their customers and customers unashamedly share their opinions about the business with their business and friends. That means…

Negative comments are going to happen; it’s inevitable.

What's important is how a business responds to them. Here are some ways businesses could avoid a social media crisis according to Salesforce.com: 

1. Take it out of the spot light. If at all possible, take the discussion to an appropriate forum. This isn't an attempt to delete or silence critics, it's an attempt to better help them and understand the problem. 

2. Try to see it from their point of view. Don't try to come up with a list of excuses. This will only make the customer more mad, and the situation could spiral out of control. The ultimate goal should be making the situation right, not proving that the business is right.

3. Say sorry when appropriate. It can be hard for businesses to admit their mistakes, but customers just want to be heard and justified in their frustrations so it's important to be sincere. 

4. Talk the talk and walk the walk. A good was to avoid negative comments it to make sure your business is being run in a good and honest way. If a company gets a negative comment, they need to look internally and solve the problem that caused a customer to leave the comment in the first place. 

If a business is going to be on social media, they need to have a plan in place for negative comments. Don't make the mistake that Target made in this response:

Social Media Mistakes - Target

Also, in class this week we talked about Amy's Baking Company, and if you haven't heard of them here's a great artical about how social media ruined their business: https://www.huffingtonpost.com/


Beware the Troll: 8 Ways to Deal With Negative Social Media Comments. (2016, August 30). Retrieved March 26, 2018, from https://www.salesforce.com/uk/blog/2016/08/8-ways-to-deal-with-negative-social-media-comments.html

Comments

  1. LadyKeelerMarch 25, 2018 at 8:19 PM

    I like when businesses allow you to make comments about your experiences with them. It makes you feel like they care about your opinion and want your next time to be better. I agree with you that it is important for businesses to get the negative comments away from the spot light and resolved without everyone observing. Great post!

    ReplyDelete

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