It’s every marketer’s nightmare – a customer (or anyone) posts an unflattering comment about your company or products on social media. The speed of sharing combined with the massive audience posts reach, demands quick, effective action.
Below, 5 steps to handling a social media crisis:
1. Acknowledge the Comment
Nothing angers a commenter more than having their comment deleted. Unless it is laced with profanities, do not remove it or you will create the impression you have something to hide. Indicate you are investigating the situation and do so. Find out if the complaint is fair and if the commenter’s facts are correct.
2. Be Polite
There is little that has the potential to turn your whole internet fanbase against you as responding to a complaint with anger or dismissal. Read the story of Amy’s Baking Company for a textbook example of how not to react to social media.
3. Be Sincere
Once you’ve validated their experience let them know you are taking action. Follow through and thank them for bringing the problem to your attention. Handling this on social media will work in your favour. Your communities on Facebook, Twitter, Pinterest, etc. can see you take customer concerns seriously and provide solutions.
4. Address the Big Picture
Sometimes you will receive complaints stemming from misconceptions or wrong information. This is the perfect opportunity to build your brand and social media profile by addressing concerns publicly.
5. Review Scheduled Posts
If you use a program like HootSuite to manage regular posts, be sure to monitor what is scheduled while you deal with any crisis. You do not want a pre-written post promoting your excellent shipping policy sent while managing complaints about your shipping policy.
Have you had to handle a negative post or comment? What did your company do?
It’s better to have a plan to deal with a social media crisis before it hits. Sudymo Web Services can help you create a plan, and help with all your other social media and online marketing needs. Contact us today to get started.