Facebook is one of the best things that has happened to your business.
It provides you with a fantastic and personal connection to your market—one that your actual consumers can use to communicate with you directly.
The problem is that, no matter how amazing your business or your products are, you are going to get negative feedback from time to time, and figuring out how to deal with it can be tough.
If you want to take that negative feedback and turn it into a business building opportunity, here is how to do that.
Respond Privately and Quickly
Use a reputation monitoring system like Reputation.com to make sure you are alerted right away to any negative feedback that appears online; the faster you can respond to an issue, the better it is going to be for everybody.
As soon as you find out that someone has left you negative feedback, send that person a quick, personal and private message. Thank the person for taking the time to comment about her experience, tell her that you will look into the problem immediately, and (this is really important) ask her if she has any ideas or suggestions for how you can be better.
Facebook makes it really easy to respond to comments publicly. Take advantage of that. Within 24 hours (maximum) of the negative comment appearing on your page, leave a note thanking the commenter for his input and tell him that you are going to look into it (whatever it is) right away.
If the comment wasn’t left on your actual page, that’s okay. You can still create a post that talks about the criticism, thanks the person for her honesty, and tells your fans that you will be looking into the matter immediately.
Actually Look into the Problem
Now is when you put your money where your mouth is. Now is when you actually have to check into the merits of the negative feedback, just like you promised you would.
Do not automatically assume that all customer feedback is simply sour grapes. More often than not, it is legitimate and points to something that you need to do to better serve your buyers and clients.
Are the claims left by the buyer legitimate? Did he truly have a bad experience? Is your product flawed in some way? Try to be objective as you work to answer these questions.
Photo Credit: eastboca.net
Fix the Problem
If it turns out that there is a legitimate problem or bug that you need to fix, fix it! This is where that original piece of feedback and your communication with the person who left it becomes more important than ever. Did the customer’s feedback have any clues for how to fix the problem? Has she responded to your message with suggestions for improvements? If so, look into whether or not those ideas and suggestions are viable.
If you haven’t gotten a response and you don’t see a quick or easy fix for the problem, now is when you go back to Facebook. Create a post for your page that talks about the problem, and then ask your fans to help you come up with a fix for it. Your customers will appreciate that you trust them enough to ask them for their opinions, and they will like you even more if you actually try to apply the things they suggest to the issue.
Take the Fix Public
When you finally do fix the issue, make sure you create a Facebook post about that as well. It is incredibly important in this post that you both thank the original person who left the feedback in the first place and the person (or people) whose ideas helped you fix the problem. Give credit where credit is due. It’s a simple thing, but this one simple thing is what won’t just keep your current customers loyal, it is what will attract new customers as word spreads about how well you handled the situation.
People like to feel like they have a personal connection with their product and service. By taking advantage of Facebook and using it to keep everybody in the same loop, you show your buyers and clients that you value them as humans and not just as wallets with feet or fingers for filling out online forms.
Does this seem complicated? It isn’t! It’s easy, and it will make people love you! (Photo Credits: birgerking)
It’s easy to write off Facebook as something that only teenagers use. Really, though, Facebook gives you an immediate and personal way to connect with the people who have bought, are buying, and will buy your products or hire you for your services.
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