​A note for the SMM-manager: how to work with the negative

Any business, whether it's a small coffee house or a huge bank, has to face some negative feedback. And with each new step in growth, those unfavorable things can become larger. This is quite an ordinary stage of development: people start talking about you, which means that you are not an empty place in your market.
Most marketers agree that you shouldn't ignore negative feedback in any case. Silent consent will only confirm that the allegations are true. Nevertheless, your answer should not exacerbate the situation.

Three simple rules about what you should never do when you face negative feedback on the network:

1. Remove negative reviews

A few negative reviews cannot destroy your reputation, but they will make you an honest and clear brand in the eyes of the client; the brand that recognizes mistakes and works on them. Giving your answers, you can get more credibility of ordinary people. But if they notice that you are removing criticism, or still worse, editing their remarks, the fire of rage can burn everything you've worked on.

2. Justify yourself

If you make a mistake, it will be enough just to fix it and show the result to the clients. Also, don’t forget to thank them for being attentive! After all, such customer feedback helps you improve. However, if you publicly begin to look for an excuse, the confidence in your professionalism will be significantly reduced in the eyes of the clients.

3. Respond aggressively

Aggression can only raise a new wave of aggression. Do not allow insults to provoke you to reciprocal aggression against the clients, even if the accusations in your address are completely unfounded. This is not professional and will simply alienate people from your brand.

Well, we sorted out what you shouldn’t do. So what kind of reaction will help you reduce negative feedback?

1. Operative

Automatic monitoring services are the best friends of any SMM-manager. You must constantly keep your finger on the pulse and check what people say about you. The answer to negative feedback should be prepared as soon as possible. It cannot be delayed for longer than a couple of hours.

2. Calm and respectful

Negative feedback can bring out a storm of emotions very easily. You can get angry, scream, punch on the table, but once you start writing your answer, all these emotions need to be put aside. Polite and respectful tone is a sign of your professionalism; it will show everyone that you are a decent person.

3. Objective

Most often, negative feedback does not arise from scratch. It is worth looking at the problem with a sober glance: maybe you have really made a mistake somewhere? This can happen to everyone. Your task is to correct the problem as soon as possible, apologize to the clients and thank them for being attentive. This will show that you are working for the benefit of customers and are ready to admit mistakes.

Of course, negative feedback can be expressed in different forms and it is impossible to envisage all variants of possible situations. However, when dealing with any negative feedback, it is always worth remembering these small rules that will help you save the reputation of your brand.

Date: 
08.09.2017