Backlash means a sudden violent backward movement or reaction. Negative comments, grievances, and client complaints on your social media profiles are all social media backlash examples.
For whatever cause, a company will find itself in the crosshairs of the masses. When this occurs, one of the first areas where individuals vent their negative feelings about the business is on social media.
As a result, the platform that helps the company sell its products and communicate with customers becomes a battleground, with the company typically coming out on the losing end. As a brand, it is your responsibility to act maturely and conduct yourself smartly and responsibly to persuade and comfort unhappy customers.
Let’s look at the top five ways to deal with social media backlash that will keep you out of trouble.
If you get negative feedback from a user on social media, you must handle that publicly. You should never delete comments unless they’re just malicious spam from the competition. But if an actual user or an actual customer takes the time to come to your Facebook page and write you have a bug, you shouldn’t hide that.
Instead, embrace that and thank them for helping you because getting that feedback from a user about a negative experience is extremely valuable for your business to get it right in the future.
Getting negative feedback can improve your business if you go above and beyond. Make sure that the customer gets whatever issue they have resolved. Because of that, you can actually turn negative feedback into a positive thing for your brand.
You can take somebody upset because of your product; maybe it didn’t come on time or malfunctioned, and turn them into a lifetime customer if you handle their problem correctly and quickly.
When people research brands and see if they want to work with them or hire them or buy their product, they want to buy it from a human. Seeing somebody make mistakes every once in a while and be willing to own up to it in public is extremely valuable. Apologize in public and say, “We’re sorry for the inconvenience. This is what we’re going to do to fix it.”
Don’t react too quickly, even if your first reaction is to retaliate with a defensive answer. Put yourself in the customer’s position and try to understand what they’re going through.
Once you realize where the consumer is coming from, it will be much simpler to give a meaningful apology and solution to the problem. Other customers will see that, and they will be even more willing to shop with you or buy your product.
Having an online presence exposes your business to social media backlash and simple trolling. Trolling can take numerous forms, such as someone posting indecent photographs on your company’s Facebook page or someone commenting on every post you make with profanity and excessive explosive language.
These people merely attempt to destroy the company’s name for no good reason – primarily for their pleasure. You can politely ask such a troller to stop, but you can also delete their postings and block them from your page if you spot them.
The above-listed ways help handle media backlash, but it’s useless unless you’ve truly fixed the problem that becomes the reason for your unhappy social media users.
The solution may demand a complete turnaround of a decision or event— or examining the factors that led to the problem. Whatever the issue is, your business’s job is to resolve it.
Complaints and social media backlash is inevitable, so when next time you get negative feedback on social media, don’t let it disappoint or agitate you. Nor should you hide it. Embrace it because you got invaluable product feedback and an opportunity to show everyone that you’re diligent about it.
Keep in mind that you are engaging with a human on the other end of the line; respond with humility, friendliness, and politeness. Recognize and empathize with the customer’s worries. It will be helpful to have a social media policy, FAQ page, and crisis management plan.
Negative social media comments that go unaddressed may only hurt your brand’s reputation. Ignoring a negative comment will offer the disgruntled customer more reason to hate your company online and hurt your social proof. As a result, your sales, ongoing marketing tactics, and ROIs will suffer.
– Understand the entire situation.
– Respond to negative comments as soon as possible.
– Maintain a kind tone.
– Don’t use fake awards and reimbursements to keep control of the situation.
– Shift interactions away from social media and onto direct messages, emails, or customer service.
– Explain yourself.
– Learn from your mistakes.
You want to be the first to know when there is a public outcry or negative comment. Your social media staff should search your networks regularly and have notifications set up to immediately notify them of any problems.
Staying on top of company news via Google alerts and social notifications allows you to respond to comments and questions quickly.
If you delete a negative comment, it will enrage your angry customer, prompting them to leave additional negative follow-ups in your comment section or, worse, on your mentions. If the posted comment is obscene or threatening, you may remove it.
When you hear a negative comment, try to be helpful. Inquire about the issues they’ve had and what kind of compensation they’d like from you. When doing so, remember to be respectful.
As a brand, you must have a contingency plan in place before promoting on social media. As the old proverb goes, “Hope for the best, but plan for the worst.”
Despite your best efforts and good intentions, customers will not always be happy, and they may voice their dissatisfaction on social media. You must accept both the good and the bad. What defines you is how you behave when confronted with tough criticism.
If your conversion rates and sales are falling, you may start a positive branding campaign to help you turn things around. But keep it subtle at the start.
If a restaurant is being ridiculed for not being family-friendly, don’t start bombarding your fans with photographs of youngsters dining there. Instead, consider updating your family’s menu and informing friends and followers about the changes in a few carefully worded postings.