Negative Customer Feedback in Social Media

Sun, Oct 3, 2010

All Posts, Personal Development

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You have embraced the social media world, you are running you own online business.  You are ready to make some money, you want customers and traffic flooding through your doors, but you are not quite prepared for dealing with the negative customer feedback.

Don’t be naive, it doesn’t matter how good your product, service or system is, there will always be people ready to complain.  So how do we deal with complaints in the most effective way?

Before I get into some specific social media tactics and methods of response.  I suggest you program your mind to think think the following.

“It doesn’t matter who you are, how hard you have worked or how fantastic your prices, products and services are, you are never going to be able to please everyone”

The very fact that you are conducting your business online is already suggesting that you want others to connect with you through commenting, so please don’t get hung up on any possible negative publicity.

In my experience, fans, followers, tribe and customers past and present will stop at nothing to share your good nature, authenticity and trust worthiness anyway, so if one customer shares something less than complimentary you will find your community rallying around you offering a more genuine version  of events and we all know that there is power in numbers.

You have probably heard the saying bad news travels faster than good news and whilst this is more likely to be true in your offline world with family and friends, if you are doing business with the right Go-Giver attitude, nothing could be further from the truth online.

If you are part of a tribe, good news will go viral online, so don’t worry to much about what  Mr Nasty Pants is thinking about your business.

Finally here are some ideas about how you can deal with negative customer feedback and comments in social media:

1.) Start by re-assessing the situation.  If the comment is on your blog, you will have some time to think about the comment before publishing so don’t be tempted to just delete it.  That will only annoy Mrs Knickers in a Twist!

2.) If you do choose to enter conversation with Mr ‘Thown his Dummy/Pacifier out of the Pram’, make sure you do it in a positive way.  The last thing you want is an all out war on your blog or twitter stream.

3.) Consider reaching out to Mrs ‘Taken her Bat and Ball Home’ in a private environment, away from the hustle and bustle of the online world.  Just acknowledging a customer, saying sorry and asking them how they want the problem rectifying , will go a long way to making thing better.  What is more it can be done in a number of different ways with social media.

  • Send them a Facebook Message
  • Send them a Direct Message on Twitter
  • Send them a Video Email
  • Give them a call on skype.

Whilst you could just send them a boring old e-mail, since your business is online, resolving through social media will make a lasting impression.

Hope these little pointers help, I would love to know how you have dealt with negative comments and how things worked out for you.

Yours in Success,

Would you like to use the power of video technology to build your personal brand, build lasting relationships and build your primary business by captivating prospects? Work with Beth to find out how.

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5 Responses to “Negative Customer Feedback in Social Media”

  1. Nat from Online Business Tutorials Says:

    Hey Beth

    These are some great simple strategies. I love the idea of pondering on whether to allow a comment through or not. Sometimes it’s just within our nature to want to respond and defend but I think that it doesn’t so much reflect on your blog or post but more on that person for the way they have handled themselves.

    There is a time and place for handling such things, and in my own opinion, you got it right here in your post!
    Nat @Online Business Tutorials´s last blog ..Quick Tip – Editing And Customising Your Friends Box On FacebookMy ComLuv Profile


  2. Rob Franta Says:

    This is a great way to handle this situation. I agree with 100% it’s better to address the situation and keep a positive attitude rather than ignoring it.
    Rob Franta´s last blog ..How to Retire EarlyMy ComLuv Profile


  3. Lawrence Bergfeld Says:

    When something negative comes up you can turn it into a postive like this by saying the words “I felt that way…” But “I found out that…”
    if they do not respond towards that leave them alone, otherwise they are going to reject you.

    Lawrence Bergfeld


  4. Mike Pedersen Says:

    Everyone and every company has to deal with the unhappy, unsatisfied customer, and now with social media their voice can be heard in many different channels, so diffusing the situation where both sides are happy is the best outcome. IMO :)

    Mike Pedersen´s last blog ..Real Estate Professionals Are You GuiltyMy ComLuv Profile


  5. Ted Hunsaker Says:

    Hi Beth,

    Great Article about dealing with customers. Not everyone will be a satisfied customer. There will always be someone who is not happy with anything no matter what you do. You just cant let it get to you.

    Ted Hunsaker´s last blog ..Ted Hunsaker Interviews MyLeadSystemPro Co Founder Brian Fanale-The Internet Rock StarMy ComLuv Profile


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