Having a social media account has now become imperative for business houses. Social media posts are essential to keep your audience engaged. Be it Instagram, Facebook, Twitter or any other social media handle, your posts on these networks reflect your brand and your business. However, social media comes with its own shortcomings. With direct interaction with your audience, you become more vulnerable to receiving criticism and negativity from them. Here are a few tips for handling negative comments on your social media handle.
1. Do not panic
Social media gives the audience the power of “retweet” and “share.” At times, you may find people posting a lot of flak about your products and services. There can be a chain of negative comments flowing on your posts. The first and foremost thing you need to keep in mind is that you should not panic. Never act emotionally. Instead, you should work and find out the root cause of the problem and try erasing it.
2. Monitor your social media accounts for irrelevant content
The easiest way to go about it is to have a staff dedicated to closely monitoring your audience behavior on your social media handles. This way you can spot any menace at the quickest hour. Suitable action can be taken whether it is to remove the content, blocking the account of malicious viewers, hiding the content from the audience, etc.
3. Review sites should be monitored
Negative reviews and ratings can be a stumbling block for your company. These are great hindrances for your brand and you should take every step to keep negative reviews and poor ratings at bay. Human moderators must be appointed to spot such things and take immediate measures to improve products and services.
4. Apologize if you are at fault
Usually, companies do not like to apologize to their audience on social media. It is difficult to take the blame but then when you see a certain issue from a customer’s point of view, then you will see that you just cannot question their experience. If you see that your product has failed then go for posting a sincere apology. Follow this up by a quick money refund or replacement of the product.
5. Listen to your audience
The best way to deal with trolls and negative comments is to first give an ear to them. Listen to what they are saying. Emphasize on their needs and their feedback regarding your product. One negative comment from your side can put your brand in a bad light. Always resolve issues with empathy and transparency.
Your brand needs to build a loyal fanbase for growth and profits. Negativity is part and parcel of business, and you need to pull up your socks to tackle your audience in every situation. Follow the above rules and be the ace brand in your field.