In this blog post, the emphasis will be on social networks such as Facebook.
Nowadays, every reaction, every opinion, attitude,… of an individual can very easily find their way to a network of all networks, where in most cases it remains forever. All of this affects your business or private life in either a negative or a positive way.
There are two ways to react to every opinion, attitude or reaction. The first is to keep control and follow the rules of business communication, while the second is to understand everything personally, lose control, and end up in an avalanche of negative and often vulgar sentences.
You have to know how to listen because that’s where it starts. It has always been that way and always will be. Of course, this does not mean that you have to say ‘thank you’ when someone is obviously ruining your reputation, either because of poor information, personal disagreement, or maybe it’s the type of person who complains constantly and is never satisfied. When you run a blog like this one, you can still allow yourself a little more leisurely appearance while still having to follow formal rules in business communication. However, there’s no need to be embarrassed and offer that other cheek to get slapped once again.
How then to respond to such content? First of all, you have to listen. This part will be best understood by people who are professionally involved in direct selling. For example, when an angry client calls you, who must first of all vent their frustrations, the only thing you can do is listen to him. There are all sorts of anger, frustration, but until it gets to the personal, aggressive or threatening side, it’s tolerable. The moment the client says all he has to say is to offer him a solution, to come to it together. From a dissatisfied to a satisfied customer, there are usually only a few sentences. It is up to you how you will react. In the moment of a client’s turmoil, you have to be the voice of reason, no matter how difficult, because it is easier to go to a personal level and respond with frustration.
After this ‘brief’ introduction, here are some steps NOT to take in order to be able to cope with negative social media comments.
This is probably one of the biggest mistakes you can make. Criticism, especially if it is positive, gives you what no research can give you – directly, unambiguously, and clearly expressing the needs, wants and demands of clients. There is no statistical error here. When criticism is not positive or, to put it better, grounded there is no need to engage too much, but you certainly need to write your side of the story (objective, informative, new, clear, purposeful).
Answer absolutely every criticism!
This is already the second mistake you can make and it is very easy to make. In an effort to let everyone know how you saw and ‘accepted’ the criticism, you may focus your attention only on that part of the communication. Not every criticism requires a response, analysis or special engagement. Don’t let criticism be the only form of communication with your customers.
Always, everywhere and constantly threaten!
If you see untrue content that is untrue, content that in no way depicts the real state of things, there is no need to bother with it too much, especially to threaten the person who posted it. Comments and reviews are rarely strictly personal in nature, so you need to understand them. The reason beyond emotions, in this case, will help you a lot.
Turn your attention to the negative!
Most people turn their attention to the negative when they respond to comments. What happens when you turn your attention to the negative side of communication – right, you forget the positive and it stays blank and leaves room for even more content you never want. Keep the balance and do not let the negatives outweigh the positives. Try to be constructive.
Take it personally!
It is clear that when you are facing a lot of negative comments, it is difficult to keep your sanity and not take everything personally, but if you want to work well on your online reputation you need to stay away from emotions and accept the facts. There is a possibility that you are overly sensitive – then you simply outsource the work to someone who knows what they are doing and can view it objectively.
Forget about the respect and trust you get from your client!
This is a direct consequence of over-occupation with negative comments. From time to time you forget more and more, reducing communication with those who are the engine of your business. You cannot manage your client’s trust and respect as you do with online reputation. Therefore, you need to pay regular attention to all those customers who are driving your business.
What must be clear to you is that you will make mistakes here and there despite your force of preparation that you are taking to prevent them. You can use perfectionism as a term, but do not follow it as the only right path, because then nothing will seem as good enough.