Handling negative feedback on social media about your brand can be tricky as it might be perceived as bad for your brand image. Having some negative feedback is normal for every business, you can’t satisfy everyone at all times. But what you can control is the experience post incident and work hard to turn a bad experience into a good one, and at the same time, show others that you take care of your customers.

We often speak to brands about their social media presence and consult on good practice so we’ve put together a few tips on how to best handle these situations.

  1. Empathise with your customer in order to understand why he complained. Even if complaints are not always expressed gently, always remember that there is a reason behind them.
  2. Respond quickly. On social media customers expect a quick response from brands. So respond as soon as you can to show that you listen to your customers and avoid the problem to spread.
  3. Apologise and ensure the consumer trusts that you’re going to help with the problem.
  4. If the problem concerns more than one person, explain how you’re going to take care of the problem. If needed, make an announcement.
    If it concerns only one person, it might require personal details. The best solution is then to move the conversation on a more ‘private’ platform like by email or by phone.
  5. Once the problem solved, let other people know. The best way is to post one the same feed.

Written by Tracy Benillouz