Hi, thanks for tuning in to today’s Social Media Tip from the Chumney & Associates Social Media Department. Today we are going to talk a little bit about negative reviews on social media. While the urge to delete negative comments and ignore bad reviews is tempting, we are going to tell you why these reviews can actually be a good thing for your business.
First of all, negative reviews add credibility to your social media profile. When a potential customer visits your Facebook page and sees negative reviews, their perception of your business might be altered, but they will also see that these interactions are genuine and that the business is not just publishing glowing fake reviews. People want to see honest, specific reviews on your services. Don’t despair when you receive a public complaint, rather, see it as an opportunity to display your services and show off your customer service skills!
This brings us to our next point. Always respond to a negative review. No matter how unfair it may sound, responding with a polite and proactive response is always the right thing to do for your business. We have seen so many problems resolved simply by opening up the lines of communication, and have even seen people openly change their minds when their concerns are handled personally. This humanizes your brand and greatly helps your business’s reputation in the long run. When you have the opportunity, respond publicly! This shows everyone that you strive to keep your customers satisfied. Then, future reviewers may be more likely to behave politely when they’re assured that you read and respond to reviews in a timely manner.