Social media development has brought significant increase in marketing potential as time went by and this meant that your business, should you choose to advertise it as such, would be visible over social media platforms to potential clients or partners and would be open to comments, reviews and criticism. And even if your product is of excellent quality, negative feedback now and then is unavoidable. It takes poise and patience to be able to deal with public criticism, even if much of it may be unfounded or nonsensical, but the way you maneuver around such feedback will also contribute to your brand image. As far as getting closer to your target audience is concerned. Reputable sites offer some excellent advice on the matter. Let’s take a look at a few solutions for dealing with negative feedback.
1. Be Honest
The first thing to keep in mind is that honesty is essential: we are all clear on the positives of social media presence, the comments, the possibility of keeping in touch with clients, spreading the word when it comes to discounts but even if your business is the face of perfection, both in product quality and in internal affairs, there will always be negative press. So own it with courage and never ignore it or erase it. This would not only prove the dishonest manner in which you conduct yourself (since there is always the possibility of screen shots proving the existence of negative feedback before it had been erased) but would also bring embarrassment to a brand you have tried to build with so much effort.
2. Respond Politely
Defending a product may be a possible solution for negative feedback although most of the time it can simply reinforce negative attitudes the more you offer arguments that support your claim. Responding to negative comments, however, should be done in the old fashioned way- exactly where they were posted. Ask honestly what the customer would find a reasonable solution to a problem, or be proactive and offer it yourself- consider discounts, memberships or any other deal you find manageable and the customer acceptable.
3. Apologize if Needed
Never underestimate the power of a simple, honest apology. In most cases, an apology is all customers are waiting for- they are as aware as you are, that we are all human and mistakes can occur, but if you admit to your shortcomings in a modest yet elegant manner, it may just be that you have found a long-time customer. Consider including time-frames in which you intend to resolve the issue of which your customer complained of and acknowledge exactly what it was that he is dissatisfied with.
4. Solve Problems with the Help of Customer Support
Consider adjusting your website design after receiving negative feedback to ensure that criticism or demands are sent out to the employees that cater to this aspect. I would recommend showcasing important contact details to managers or company representatives who are able to make important decisions, because customers feel better having a contact person and often refrain from publicly declaring their dissatisfaction when they have a person to turn to. You can also consider contact forms that allow you to sort through different types of issue and address them as soon as possible, while giving the customer the certainty that his problem will be solved.
Either way, never take this criticism to heart because it really is misguided most of the time, and customers come from a background of dissatisfaction with previous products. Focus on quality, transparency and customer satisfaction and you need not worry about failing to achieve these ideals.