Putting your company out there means taking the good with the bad. Show followers you are paying attention. Be honest and transparent. Let them see your desire to be helpful and solution-driven by following these helpful tips.
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Respond to everything. The right way.
for sharing their thoughts and experience.
Do not apologize for what happened, because it is likely that you do not have the facts and should not confirm any wrong-doing. Apologize for the fact that they are unsatisfied.
Example: "I am sorry that you were not satisfied with your experience."
your mission/vision/value as it relates to their comment.
the importance of their opinion.
them to discuss further offline. Offer an email or phone number.
if they would be willing to delete the negative comment or post their satisfaction in your attention to the matter. Ask only once.
Getting started with your organization’s social media strategy or in need of an overhaul? Download our free eGuide, Get Schooled on Social Media here.
Tags: social media