That one comment is what started it all. You shared a brand awareness post on your Instagram page and within seconds it began collecting appreciation ‘likes’. But then, boom,—a less-than-flattering comment pops up on your screen and instantly you begin questioning your brand and its values. All your excitement quickly spirals downward leaving you seriously stressed and doubting not just your post but also your brand.
If this situation sounds familiar to you, know there are many more like you getting slammed online through negative social media feedback.
Recent surveys reveal that 89% of consumers read businesses’ responses to online reviews. So how you respond to negative and tough social media feedback directly impacts your brand. Whether it’s your brand’s reputation, credibility, or customer loyalty, all get affected by negativity.
But don’t be disheartened yet; there’s some good news for you too — it’s possible to handle such challenging situations with finesse. Instead of instantly hammering out a fiery defense, why not turn a digital disaster into an opportunity for greater engagement?
Mastering the art of handling negative feedback on social media is not tough. All it needs is a bit of research, some strategy, and a dash of wit.
Want to know how you can master tackling negative feedback on your social media like a pro? Here are five effective ways you can put to test.
1. Breathe. Then Respond Swiftly
Yes, Karen just trashed your product and called it, “the worst invention since unsliced bread.” But wait. Before you go ahead and hit the keyboard with grim vengeance, take a long, deep breath. Why react emotionally and amplify a small issue into a PR nightmare?
Instead, take a few minutes to pause and ponder. But again, don’t wait too long. A study found that 42% of consumers expect a response within 60 minutes of their comment.
Here’s what your game plan should include:
- Quickly acknowledge the complaint (even if you need some time to resolve it).
- Try using phrases such as, “We hear you” or “Thank you for bringing this to our attention,” in your reply.
- Remember, speed shows you care, but aggression and haste shows you’re careless.
Quick tip: If the comment on your post is inflammatory or uses inappropriate language, always maintain composure and refrain from being harsh. You’ll be the one receiving the respect of everyone waiting to see how you react.
2. Own It Like a Boss
Accountability is attractive and essential for building trust. Research by Harvard Business Review revealed that customer satisfaction increased by 20% for companies that responded to negative feedback transparently. This is because consumers trust brands that can admit when they’ve messed up. Publicly.
So, if you ended up shipping the wrong product or there was a glitch in your service, instead of getting all defensive, simply admit it and say it straight like this:
- “You’re right—we didn’t meet expectations here, and we’re fixing it.”
- “That’s on us, and here’s how we’re making it right.”
Yes, such responses really help, especially in the long run. Owning up to your mistakes not only helps diffuse all the tension but it also showcases integrity and strength of character. And integrity is something the internet respects immensely.
3. Take It Offline (When Appropriate)
Social media responses are immediate and out there in the public for all to see, and that is why, sometimes, the best way to defuse a public problem is to move it to a private channel. Your aim should be to respond publicly first, then invite the person to continue the conversation privately.
Here’s one way you can handle this:
“We’re sorry to hear about your experience. Can you DM us your details so we can resolve this ASAP?”
What this approach does is that, on the one hand, it shows the author of the comment and your other followers you’re responsive while, on the other hand, it prevents a comment thread from turning into a drama novel. And, no matter what, always resolve the issue. Ghosting someone in public or private can backfire disastrously.
4. Flip the Script with Humor (But Tread Real Carefully; Tiptoe if Need Be)
While humor can be a fantastic tool to defuse tension, it can also turn into a double-edged sword if you’re not cautious. Using humor in the correct way can help humanize your brand, but if done wrong it can seem dismissive.
Here’s one example for inspiration:
- “We’re not saying our burgers are better than everyone else’s, but our Twitter responses are.”
Before you write something like this make sure your brand voice permits it. A light-hearted response can instantly transform negativity into entertainment. Do make sure that your humorous response isn’t at the expense of your customer’s frustration. And if you can laugh at your foibles, real or comment-generated, then you’ve earned some serious brownie points.
5. Turn Critics into Champions
Negativity is rather unpleasant and unwelcoming but, sometimes, a disgruntled customer just wants to be heard. If you can address their problem patiently and empathetically, you can, eight out of ten times, transform them into loyal advocates. A recent study by Salesforce Research found that 78% of customers who complain will do business with you again if you efficiently resolve their problems.
Not sure how you can do this? Try the following:
- Offering a solution that exceeds expectations (e.g., refunds, discounts, or a personalized apology). Do we stop buying from Amazon even after several refunds? Case rested.
- Follow up after the issue has been resolved.
This usually works because when critics feel valued, the more likely they are to sing your praises.
Social Media is a Two-Way Street
No matter how much you want to avoid it, negative feedback on social media is inevitable. You can’t ignore it. But what you can prevent is the feedback process turning into a nightmare. Try and treat each piece of criticism as a steppingstone to fostering stronger relationships. Better relations help make your brand a more resilient one. And, sometimes, it is the critics who can actually point out a leak in your processes that you may not have been aware of and help you plug it.
So, the next time your consumer says, “Your service is the worst!” take a breath and respond with poise. Show them why you’re the best.
After all, they may have come only for the comments… but they’ll stay for the way you handle them.
Think you’ll need assistance in keeping up with all the feedback your brand receives? Why not hire social media marketing experts to help you? These professionals know how to handle the trolls, the keyboard warriors, and the online haters with skill and aplomb. They are efficient and organized in their approach and easily fit in with your requirements and budget.
