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Weekly Wrap Up: Handling Criticism Online

Serendipit shares a few key items to keep in mind when encountering a negative review of your brand online.

It’s happened to the best of us: you’re checking your profile and come across a critical statement of your brand, out for the entire Internet to see. As frustrating at this can be, there are a few key factors to consider when handling the situation that will help to ensure that your brand is untarnished and that the customer comes away with a much more positive idea of your product or service. Here are four things to keep in mind when addressing criticism online:

Don’t fight back. Maybe it’s an unfair review or it comes across as a bit insensitive. Still, resist the urge to let your anger fuel your response. In addition, do not delete the comment. That will only make the reviewer more upset and could potentially lead to even more severe criticism.

Respond quickly. The sooner you can reply, the better. Even if you aren’t 100% sure how to respond, make sure that you or a fellow team member are taking care of situation by responding and letting them know that someone will be in touch as soon as possible. Delaying your response only lets their frustration linger longer and could encourage others to vent in solidarity.

Be human. Nobody likes a generic, copy/paste answer. Make messages individual and personal. Address the user by name if you can, or by introducing yourself by name as a representative of the brand. The user will then remember that you are a person and will ideally scale back the criticism. Even a bit of transparency can go a long way.

Try to take it offline. If the user has a specific concern, address them personally and recommend that they reach out to you elsewhere, via a messaging feature, phone number, or email.

By implementing these four strategies, you will be able to improve the reputation of your brand as a whole and prevent a full-blown fiasco from occurring, such as a social media crisis.

Our team of social media experts at Serendipit can handle any comments thrown your way! Learn more about all of the services that Serendipit can provide for your brand by calling us at 602.283.5209.


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