This section provides generic information only and should not be construed as advice
How to respond to criticism on social media14/08/2019
We know that social media can be a great way to nurture audience engagement and growth for your business. However, it is also very easy for people to post negative feedback which can be damaging to your business.
What should you do if somebody posts something critical about your business? In general terms, you have three options:
- Ignore it
- Delete it
- Address it
You should avoid ignoring or deleting comments – it can serve to reinforce the original message. So, unless comments are abusive or offensive, the best approach is to address them. Here are our top do’s and don’ts:
Do always respond to comments quickly – even if you’re very busy.
Don’t ignore or delete comments - it can serve to reinforce the original message so, unless comments are abusive or offensive, the best approach is to address it.
Do treat the person commenting like a human – listen to their concerns and apologise if they have had a bad experience
Don't make excuses for the problem but..
Do correct any factual errors
Do resolve the problem – even if it costs you to do so but..
Don’t work out the details in public – try to do it through private messages or email
Do highlight the positives – both in what you currently do and the improvements you intend to put in place as a result on the feedback
Don’t panic! Most people will realise that not all reviews are perfect. But…
Do watch out for patterns. If everyone is posting on your social media that your service is slow – perhaps it is slow and you need to do something about it.
Do make friends – take the opportunity to engage your audience and seek feedback on any changes you have put in place.
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