Social media is a powerful medium for businesses to connect and engage with customers. In today’s competitive world, having an active social media presence boosts your brand’s reputation, promotes seller-customer interaction and ultimately enhances your products and sales.
While being an avid social media user has its own benefits, you must be prepared to deal with negative feedback on social media. Among negative comments, you will find both, genuine customer dissatisfaction and internet trolls. You should know how to distinguish between the two kinds since you don’t want to waste your time on troll comments. Here’s a guide to tackling negative comments on the web and social media platforms:
Who Responds to Social Media Comments?
Not responding to customer’s comments can earn your company a label of being as negligent toward customers. Hence, you must spend a considerable amount of time in dealing with all customer queries and comments related to your trucking business. If time doesn’t permit, or if you’re on the roads daily, you can definitely hire a freelance social media personnel who are proficient in communication, social media marketing and customer service.
Can you Simply Ignore or Delete Negative Remarks?
It might be tempting to just disable the comments section or delete it to avoid any negative remarks about your products. However- But you must never do so. Simply ignoring or deleting comments from unhappy customers will make them more frustrated and they might turn up with a more aggressive response. Think from the customer’s point of view. Just as you acknowledge any positive reviews, it is equally important to respond to negative comments and take customer feedback into consideration.
How must you React to Criticism?
How well you respond to the criticism influences your customer’s satisfaction and thus, the outcome of the situation. It is natural to take negative comments about your trucking and agricultural equipment as personal attacks rather than as scope for business improvement. But handling such negative comments gracefully and respectfully puts your company in the good books of the customers and ultimately enhances its reputation. The best solution to offer is an apology and a solution. Firstly do not panic upon encountering criticism. Be quick to respond as 42% of social media complainants expect a response within 60 minutes of posting their feedback. Be polite and quick to acknowledge your mistake. The following steps can help turn customer complaints into compliments:
Firstly, thank the customer for his opinion. Being courteous, short, crisp and not too formal is the best. Remember the old saying “The customer is always right, no matter however wrong he might be!”
Sincerely apologize for the inconvenience caused to the customer. It must be visible that you genuinely care about your customers. Consider ways to amend the situation and to rectify any mistake.
If the conversation gets out of hand and becomes heated, encourage the customer to contact you privately. Provide your contact details and assure the customer of solving his problem
Offer the customer an incentive. This is the best way to compensate for your carelessness in the business. For example, you may offer discount coupons on your trucks or a small accessory free with the commodity being bought.
How Do you Handle Fraud Comments?
While some comments may be genuine, internet trolls and unnecessary comments about your products are inevitable. There are always competitors looking for opportunities to tarnish your image in front of the public. The best long-term solution is to ignore such comments as any reaction from your side may trigger further comments from them. But as social media is a public platform, you may reply once, in a professional manner, to maintain your stand and to indicate that the person is being unfair and inaccurate.
Web and social media platforms help you engage with your audience. It is one of the most popular practices to build a relationship with your potential customers. To make a strong presence on the web and social media platforms, you can consult our social media marketing experts to help you in using social media more effectively for your trucking business.