If your business has a social media presence, it may only be a matter of time before someone issues a complaint online. Handling the situation in a mannerly fashion can take the sting out of negative feedback and lead to improved client relationships. It makes professional sense to consider your response carefully before firing off a retort you might later regret.
Here are seven social media etiquette tips for navigating negative comments online:
- Make it a priority to manage your company's online presence. Having a social media strategy and effectively engaging your online community takes time to monitor and update. Be aware of what others are posting about your business, especially since social media is often the first place consumers will go to ask a question or make a comment. In addition to frequent check-ins, create alerts so you know when someone has posted to your page, tweeted you, or left a comment on your blog. Watch the comments not only on the pages your company owns -- blogs, Facebook pages, Instagram, Twitter, etc. -- but on other sites that offer crowd-sourced reviews, such as Yelp or Trip Advisor.
For most companies, the occasional negative comment is a small price to pay for the many benefits of connecting with customers online. When handled properly, it can turn into an opportunity to strengthen a damaged customer relationship and may even win you a fan for life.
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