One key strategy and important factor is to always remain calm and act in a professional manor.  A person who is upset or angry by your product or service should not be replied to in an antagonizing or rude manner.  This can be especially hard on social media sites where your primary form of communication is through text; it is easy for what is said to be misinterpreted.  If you are unsure if your response is appropriate, try reading it aloud to yourself, or have someone else read it.  

 

Another strategy is to apologize.  Many people who comment negatively on social media sites are looking for a response, especially one where a business recognizes a mistake or problem and addresses it.  In cases where the problem was out of the businesses control, a simple apology, as well as the explanation that the business would like to hear of any future problems, would suffice. 

 

Sometimes, having a process in place to deal with negative feedback or publicity is the best way to solve issues with customers.  For example, if a customer responds negatively about an issue, the first step would be to find the root of the issue.  If this happens to be only one department of your business, let this department know the issue and give them a set period of time to resolve it.  In the meantime, it is important to maintain contact with the customer and let them know that the problem is going to be resolved.  If the customer has further issues or complaints, urge them to contact the business in a more private manner via email or phone.  This not only gives the customer a one-on-one connection to the business, but also can prevent bad publicity from leaking further into the public.  

 

It is impossible on social media sites to avoid any type of negativity, especially toward a business.  Social media sites allow customers to comment negatively without having to see anyone face to face, which can be both a positive and negative aspect.  The basis to dealing with negative comments and publicity is to always be aware of your business on social media sites.  For more information about managing your business reputation on social media platforms, contact an Internet Marketing professional at Blue Archer. 

 

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