Kseniya I. Content Marketing Expert

What to do if you are negatively commented on social networks

Others criticize brands in order to bring about justice, while others chastise them in public. To effectively deal with this kind of criticism, we'll teach you how to be a brand.

Take it easy

Small business social networks frequently have the founder actively participating, so criticism of the company is seen as a slight against the parent's offspring. As a result, a client who is not pleased is met with personal insults that are motivated by anger. Even though major businesses occasionally offend with strong language.

We advise taking a deep breath and relaxing. No matter how casual your brand voice is, resist the urge to become personal and curse at someone. If you don't respond with restraint, objectivity, and consideration, you run the risk of making things worse.

State the problem

Unfavorable public remarks about you were made by a disgruntled customer. Even if he only has 50 subscribers, a single repost to a sizable group can greatly boost the number of people who see the conflict. Therefore, it is not worthwhile to wait and spend a lot of time considering how to respond.

Respond to this review. The earlier you complete it, the better. Write on your social networks that you are aware of the issue and are familiar with the situation as soon as you become aware that something terrible is spreading across the network. It's critical to demonstrate that the brand is aware of the bad and won't ignore it.

Solve the problem with the client

Situations are different and there may be cases where the review is based solely on fiction and a bad mood of the client. But even here it is not worth chopping off your shoulder and demanding that a person abandon his words. Try to solve the problem and smooth the corners. Someone will need a simple discount on the next order, someone will need to replace the product for free, and so on. The main thing is to work out the claim and reduce the negative at least to neutrality.

If the client demands a refund, an exchange of goods, but the truth is completely on your side and you do not have the opportunity to agree with him, then it remains only to prove that you are right. This is a difficult path, but a bad review could not have been written by a dissatisfied client, but by a scammer who deliberately tries to get his own benefit.

Share your solution

No matter how the issue is resolved, it is better to report the results in your community. It is clear that no one should justify themselves to anyone, but it so happened that the conflict went beyond the relationship between the company and the client. This is already a reputational moment, and you should tell your point of view. Otherwise, a person can continue to pour mud on the brand, even after solving all the problems, otherwise you will have proof that the conflict has been resolved, plus, you will have an evidence base. It is also important to note that in the future you will be more attentive to the aspect that caused this whole situation.

Be careful

It may sound cliché, but avoid letting the same thing happen again. Even for big businesses, a string of poor choices might mean the end of their image. What may be said regarding local small businesses? If the company was actually at fault, get it fixed as soon as you can. If a customer was harmed as a result of the occurrence, consider what can be done to prevent similar outcomes in the future. Conflicting clients, for instance, are frequently put off by contracts for the provision of services since they have less options in such a situation.

Outcome

Conflict situations occur with any business and not always through the fault of the company. These are the costs that all entrepreneurs have to face. Do not rush to defend yourself or swear back. In this case, it is important to be cold and reasonable. Explain the situation, understand the client's point of view and try to resolve the situation, even if it will be financially negative. It is better to reduce everything to at least neutrality than to continue to fight.

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