If you have successful on social media, one day it will happen: A negative comment will appear and you have to deal with it. The way you react will have a great influence on other potential customers.
- Answer directly and efficiently. A negative comment is either a result of a business error, a misunderstanding, really a negative feedback, or it's a spam. Identify what kind it is, and act accordingly.
- Do not be defensive. Do not take it personally, nor does it apply to the entire company. Defensive reactions easily amplify the conflict. First try to listen politely.
- Admit a mistake, if it occurred. If so, apologize publicly. Then try to take the conversation off the social network and resolve the matter.
- Offer something extra. If the person is not satisfied with the solution you proposed, offer a discount or free service. You simply have to do your utmost to turn the matter into a positive state.
- Ask for clarification. If it does not seem to you that an error happened, try to find out more. You may ask, "What do you feel we did wrong?" Or alternatively, "What solution would you have considered right?" If even that will not make the compainer happy, apologize and offer a refund.
- Respond to spam too. Although a negative comment is unfounded, or it is an attempt to discredit you by your competitor, try to respond as if it was a legitimate complaint. Apologize for any possible mistakes and try to bring the matter outside the social network.
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