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Many businesses have avoided social interaction for fear that an existing bad reputation, or possible negative comments will come back to bite them. These ideas may be true if the issues are left unchecked, but for a business that is highly active on social media, negative comments can turn into a positive experience.
Legitimate customer comments around a product or service will definitely start to pop up when a business decides to start regularly using social media to promote their business. Many of these could be negative comments which may cause some alarm to those not well-versed in the ways of social media marketing. However, there is one simple solution - use social media as a platform to address customer issues head-on and allow customer service to shine.
Rather than hiding legitimate concerns or negative comments, a business should provide a thoughtful response with options to further assist a customer via phone or email. Also, someone should follow up internally to ensure that these concerns are addressed before they spread to other customers. The more these issues are professionally handled, the more brand evangelists will emerge to come to a businesses' aid to fend off the negative comments and critiques!
While it can be tough to see negative comments and feedback, a business should view it as an opportunity to show that they can turn a positive into a negative. How do you all handle less-than-positive feedback on social media?