Harsh criticism is like a Ready Meal. It might not taste the prettiest, but it’s needed to keep you going. Truth be told, those angry comments you find below your Instagram are a blessing in disguise. As we discussed in our recent article about engagement, negative feedback can contain invaluable information on the feelings of your audience. But how do you respond to tough criticism during your marketing? Learn how with the help of our expert team here at Wildfire.
Avoid The Canned Response
The worst mistake you can make in Digital Marketing is repetition. No matter how good a response is, the more people get it the more they’ll come to hate it. We’ve all got an almost, if not actually, robotic response. They can leave any customer feeling unrecognised and underappreciated, not to mention frustrated. How do you combat this? Vary your response. “Thank you for your feedback” can be swapped for “We value your input”. Words are interchangeable as long as the meaning is genuine, and variation will prove your authenticity.
Be Open & Honest
The best tool you have when marketing is the truth. The true virtues of your company should always be on display. Honesty, integrity, tradition or modernity; whatever your company embodies should be at the forefront of your brand. This is equally important when dealing with complaints as it is when advertising. You should be open and clear about the issues they see. If an order is late or defective, be honest about the issues that caused it. Customer is confused as to what you offer? Use your passion for the product not to sell – but to inform. Be genuine and be helpful. Too many social media people can come across as disingenuous or outright rude when dealing with complaints. Be kind, and you might find yourself making a new customer from a complaint
Don’t be Afraid to Compensate
Working closely with management is essential for dealing with complaints of all kinds. The ability to compensate accordingly is a benefit. A percentage discount on the next order not only shows commitment to sorting the issue, but gives you the chance to create future purchases and a chance to create a customer who values your commitment.
The Customer is MOSTLY Right
If a customer feels the need to leave a negative comment, there is likely a fair cause. However, a scrutinising eye should always be applied to guarantee validity. Many believe that the customer is always right, but in the modern age social media serves as an outlet of frustration that’s always available. For example, what might be reported a missing order at the time of complaint might be an order running a few hours behind. Make sure you have all the facts before you begin dealing with a complaint.
Wildfire hopes this guide helps you deal with future complaints on your social media. We are the number one SEO Agency in Leeds and proud of our digital marketing prowess. Contact us today and allow us to handle all aspects of your Social Media presence with expertise and a modern outlook.