Dealing with negativity: solving the problem with minimal damage to the brand
Sooner or later, any business faces negative comments about the product or the brand itself. And whether they are fair or not, such feedback affects a company’s reputation and its position in the market and online. In this case, it is important to determine the cause of dissatisfaction and minimise the damage to the business. Working with negativity will help.
The comments of dissatisfied users on social networks fall into rational and irrational categories. The first comes from real people who, for one reason or another, were dissatisfied after interacting with a brand. Irrational feedback is the work of haters, competitors, or users who provoke the audience.
When dealing with real users, it is essential to act as correctly as possible, following a particular plan:
– find out what the problem is;
– show the user that you understand the reason for their dissatisfaction by asking clarifying questions;
– communicate the time frame in which the brand will respond to the consumer;
– analyse the problem within the company and find a solution with the employees;
– provide the user with a detailed answer to justify the situation;
– find a solution together which satisfies the consumer and the company.
Important aspects of work
In this case, you must show the user their opinions and attitudes are critical to the business. It is, therefore, in the company’s interest to sort out the conflict and resolve it.
In the case of irrational comments, they need to be transformed into rational comments. This can be done by asking questions and asking for details about the problem. For example, you could ask the user for photos or video evidence of what happened and when. Humour can be used to smooth things over, but if negativity continues, it is better to point out to the user the risk of being blocked. Social media does not support rude communication; you can remind the user of this.
When dealing with negativity, responding promptly to such feedback is essential. You need to be careful and consistent to mitigate the damage. It should be understood that any comment deserves attention. If a user has left a complaint, it means they want feedback. Therefore, you should not ignore comments or delete them. Such an approach will even damage the brand’s reputation more than a bad review.
Dialogue with users should always be conducted respectfully. Even if the comment is rude, it is better to leave the most positive response. If the company was at fault, it is best to admit its mistake and compensate the user for the inconvenience. In this way, the brand will show its audience its sincerity and desire to improve service.