When it comes to social media, negative comments are like those black cats that try to cross your path on the way to success.
It may seem like you have 10 positive reviews, but all the attention is on that one unhappy comment. Why is that? Because negativity attracts attention like a magnet. People often see it as a signal of a possible problem.
But don’t panic! Let’s figure out how to deal with this and why it’s so important.
Contents:
Understanding Negative Comments
We all know that you can find different opinions on the internet, and they won’t always be positive. But how do you figure out what to take to heart and what is just noise? Let’s break it down!
Types of Negative Comments
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Constructive Criticism: This comment can be a real gift! The person is not just sharing their opinion but pointing out flaws and suggesting solutions. For example, “Your website is hard to use; it would be great if you added a search bar.” Such feedback is an opportunity to improve your product or service.
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Trolling: In this case, people just want to provoke irritation or laughter. For example, they might say without any reason, “Your product is a total failure!” In such situations, it’s better not to engage in an argument.
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Complaints: This is when a customer is genuinely upset, and your response matters a lot. When someone writes, “I ordered a product, and it was defective!” they expect you to take decisive action.
When to Respond?
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Analyze the Content: If the comment contains specific problems or questions that can be answered, definitely respond.
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Look at the Tone: If the comment is written in an aggressive or insulting tone, it’s likely trolling. In such cases, it’s better to ignore it.
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Evaluate the Audience: Think about how this comment might affect other users. If it could cause negative resonance, it’s worth responding and clarifying the situation.
Principles of Quick Response
When a customer leaves feedback, they expect to be heard. Responding quickly shows that you value the customer’s opinion and are ready to address the issue.
Why is Speed Important? If you respond quickly, it shows that you care about the customer. They see that their question is important to you and feel that you are ready to solve problems. This creates a good impression of your company and increases customer loyalty.
Now let’s talk about how to respond quickly.
This is where Postmypost monitoring comes in handy. All comments and messages are collected in one window, allowing you to quickly respond to any questions. This is especially important when it comes to negative comments. The faster you respond, the more likely it is that an unhappy customer will become a loyal one.
Substance of the Response
Let’s figure out how to write a response that not only calms the customer but also shows that you care about their opinion.
First, express understanding of their problem. For example, you can say, “We realize that your expectations were not met, and we sincerely regret that you found yourself in this situation.”
The next step is to explain what happened. Don’t go into long stories or excuses; just let them know that you understand the issue.
Now it’s time to offer a solution. For example, you could say, “To fix the situation, we are ready to offer you a free month next time.” Specific actions and compensations will demonstrate your willingness to cooperate and solve problems.
It’s important to choose the right communication style. Be friendly and professional at the same time. Use simple words and avoid complex expressions. The customer should understand that you want to help them and resolve their issue.
Direct Instructions for Action
Now let’s talk about how to set up a communication system with unhappy customers.
Step 1: Set Up Notifications in Postmypost To not miss any reviews about your brand, turn on notifications in Postmypost. Monitoring will help you keep track of all comments in one place. Set up notifications so that you receive a message as soon as someone leaves a comment.
Step 2: Develop Response Templates Now that you will be aware of all comments, it’s time to prepare for responses. Create several templates for different types of negative feedback.
Step 3: Actively Listen When responding to a customer’s comment, don’t just write something back; summarize the essence of their message. For example, “I see you are upset that your order was not delivered on time.” This shows that you understand their problem.
Step 4: Record and Analyze Responses Finally, don’t forget to record and analyze your responses. What worked and what didn’t? This will help you understand how to improve your reactions in the future.
Remember, friends: to turn an unhappy customer into a loyal buyer, it takes time, patience, and sincerity. Be honest, listen carefully, and act confidently—and customers will become your most devoted fans!
Monitoring Comments and Messages
Use the comment and message monitoring feature in Postmypost.
You might think that you handle responses on social media easily. But let’s be honest: how much time do you spend checking each platform? And what if there are many comments? It can turn into a real mess! This is where Postmypost comes in handy.
All your reviews and messages are now collected in one place. You can easily track what people are saying about your brand and respond to all comments promptly. This helps you not to miss anything.
And here’s another nice bonus: Postmypost offers a 7-day trial period. It’s a great opportunity to test all the features and see their effectiveness. No obligations, just give it a try!