No matter how small your business is, making a correct management of complaints, criticisms or negative opinions on social networks is an item that should never be neglected.
The opinion of your customers is the most effective form of promotion in the online and offline world. In addition to being the main claim to attract new customers and gain greater visibility. Consequently, monitoring them is a task that you must develop daily. But, much more relevant, is to manage them with skill and efficiency.
In this post, we give you some elementary tips to keep in mind, as well as a brief guide to steps to manage complaints, criticisms or negative opinions on social networks.
First of all, you need to know that it is absolutely natural to receive negative opinions. It is impossible to please all customers equally. This will happen according to the tastes, preferences and lifestyles of the users.
Therefore, you should not be depressed by an unfavorable criticism or review. Now, if you think you are unable to get it, we already tell you that you are making a mistake. In addition to its consequences will determine that you develop a bad management of your reputation.
Reasons for issuing an unfavorable opinion
In case it has not happened before, we suggest that before taking a position in this regard; think about the reasons why a user has taken the time to make such criticism.
Are you upset about a specific event and expect compensation from you? Have you been the victim of a major damage (product quality, price premium or poor attention)? Do you consider it correct to spread your experience in order to directly affect your location? It is a “troll” that does not even know your business, but has the clear intention of harming you on social networks?
Whatever the cause, it is necessary that you deploy a methodical analysis and take the necessary measures in order to resolve the situation immediately.
Small guide for bad criticism management
# 1 Investigate, inquire, inquire
Gather your team and investigate until you discover how, why and when the circumstance that gave rise to the complaint in question occurred. Include the staff in the strategy you implement to resolve the conflict.
# 2 develops an action plan
Apply specific actions and take care that these are perfectly reflected in all your communication channels.
# 3 doesn’t let the emotion win over you
Acting impulsively and urged by emotional factors will not help to reverse the situation. Thoroughly analyze the client’s motives and the appropriate solutions to solve them as soon as possible.
# 4 gives the situation real importance
As a small business owner you cannot afford to take a negative opinion lightly. Doing so could mean the failure of any business.
# 5 Respond always and quickly
Come from where the complaint comes from, do not ignore it , even if you discover that it is something false. Once you have identified the complete situation, answer within 24 hours at the most. Use simple, frank and respectful language on all occasions.
# 6 builds an independent channel for management
This will allow you to manage the negative concepts and avoid, in large part, possible damages that they could cause on your business. Thus, it deals with the matter privately, but without neglecting the public response. Try to make personal contact (phone call or live chat) and, above all, take care that wherever the review is published, both your response and the solution are clearly visible to the public.
# 7 customizes the answers
When you contact the customer, contact him by name and in perfect knowledge of the details. This positively influences people by making them feel respected and taken into account.
# 8 Design policies to resolve complaints
It establishes “a priori” defined policies for the management of complaints, criticisms or negative opinions in social networks. This will allow you to anticipate any controversy that may arise in this regard. Examine the specific area of your business and find out how others have resolved similar problems. Train and demand your staff to act consistently with such policies.
# 9 never use copy paste
This is a common and very unprofessional practice in social networks. Do not make the same mistake. Answer in a unique and original way in the management of any review. At the same time, make specific allusions to what the client wrote in his complaint.
# 10 Provide abundant information
When responding to a criticism, it always provides sufficient explanations to clear all kinds of doubts regarding any stage of the conflict. Stay metalized that everything you say or do, beyond the client itself, will be captured and judged by the other users of the network.
# 11 Apologize
If you find out in an effective way that there were substantiated reasons for the complaint, publicly and openly apologize. Doing so will influence not only your client, who will depose his defensive attitude, enabling you to gather detailed information from him. On the other hand, it will be liked by those who follow the development of the problem.
# 12 Beware of trolls
In the case of verifying that the opinion arose from a false profile or from someone who only tries to harm you, answer (think about the public). But do it synthetically, closing the doors to any possibility of prolonging contact.
# 13 Request a review:
Once you manage to resolve the conflict, ask the client to review their criticism. Immediately, expose it on the networks without exaggeration
# 14 monitoring and damage control:
Whether on TripAdvisor, El Tenedor, Facebook or Twitter, this is a basic rule. When a complaint has been resolved and the client has been satisfied, close the issue by thanking your concern. Even so, communicate a few days later, to ensure there are no doubts left. Nor is it worth offering compensation in order to reaffirm what has been resolved.
# 15 Learn and take advantage of the experience
If you have followed all these steps, we have no doubt that, too, you will have successfully resolved the contingency. This generally means retroversion of the negative effect. That is when, a disgusted customer, becomes a satisfied customer. Develop a strategy so that this turn is exposed in social networks. If you do it right, you probably have not only managed to build customer loyalty, but add points to your online reputation.