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our brand is facing a crisis due to product complaints from customers on our social media. how should I respond to thesqe negative reviews and comments?
We are having a bad day today as one of our product with service (furniture item and its service) had flopped badly. There are a few negative reviews on our social media about the same. Can someone please suggest me how can I answer queries on our socials?
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1 Reply
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A lot of brands seem to respond to negative feedback by taking it offline/private. Reply to the comments along the lines of “We’re sorry that you feel that way/have had this experience. So that we can understand and investigate, please reply with a DM & we’ll do what we can”
At least that way it’s not more public negativity
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You need to direct them to the existing customer service process, starting with a phone number and a web landing page. That team is far better equipped to deal with this than you are.
You should be having a stand-up with the customer service team daily to make sure requests are being managed through the process effectively and efficiently.
If you have time, training a customer service agent or two on how to respond to social media comments and then adding them into the admin console is probably also a good idea.
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would you pay a consultant to handle this stuff? like risk management for social media?
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Align with leadership and earned team on what can be done and what can be promised and followed through on.
Find a solution that makes sense and be sincere in all communications around what the company is willing to do.
If you’re a community manager and don’t get the weight of the business behind you, than communicate clearly the issues and your point of view, but recognize that there are limitations to your ability to positively affect the narrative if the company isn’t willing to step in and make changes
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Own it and make steps to rectify it as quickly and openly as possibly. People make mistakes. They learn from them. Bear with us. Maybe offer discounts or money back guarantees
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Be nice and avoid getting personal. Thank the reviewers for the feedback. Do not copy and paste your response. If there are 3 bad reviews you need 3 personalized replies. People understand shit happens. Keep your response light and aim to move it offline.
I would address a refund asap. Try to be the one to bring it up before they get the chance to. This is one of those times where you really want to go above and beyond. I would even go as far as sending a e gift card for amazon or something or a free item sent to them. A lot of the times they will go back and edit the review or so bc your praise wjth how impressed they were with the way your company handled things.
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As other said…own it. Now turn it on its head and make it a positive. Make fun of your own product, offer a contest for a free product…worst pies in London! Your product may not be known for its humour, but this is now an opportunity to show a different side, human, with flaws that can be relatable.
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I’m a retail services consultant. I can help you out.
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What is the company doing to make sure it doesn’t occur again? What is the detailed action plan? What steps have been taken?
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Respond quickly and publicly to all reviews. Apologize and own up to mistakes. If the customer has an issue that others might also experience, posting the solution publicly will create value for you and your customers.
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The first rule is that you really need to respond to all negative comments/reviews, both publicly and by contacting dissatisfied customers in person.
You need to apologize and offer a solution to the problem if the problem is actually from the company. Don’t be afraid to tell a story about why this happened and what steps were taken to fix all the current flaws and make the product better. The more open the brand communicates, the more attractive it becomes to the target audience and the level of loyalty increases.
Don’t forget to also offer a discount on the purchase of the following products or a refund for customers who bought substandard furniture.
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