5 Tips for Dealing with Criticism of Your Business on Social Media

Posted on 30.March.2015 by Mike Winters | @amcomcap

iPhone MacBook Air ManIt’s a tricky situation. Someone is posting potentially reputation-damaging criticism of your business on social media—maybe negative reviews on Yelp, attacks on Facebook, or trolls on Twitter. It can be tough to receive criticism, but how you handle online criticism can often greatly impact the reputation of your business, so it’s best to not blow your cool. As Bill Gates said, “Your most unhappy customers are your greatest source of learning.” Here are five tips for dealing with criticism of your business on social media, review sites, and online forums.

1. Monitor your online reputation.

Keep a close watch on any social networks where your business has a presence. This is easy enough for most social networks—for instance, Facebook and Twitter will send you notifications of comments and mentions if you’re an administrator of the business page or account. You should also set up Google Alerts for your business name to receive notifications of mentions online, no matter where they might be. Google doesn’t pick up everything, but it could pick up mentions of your business in many places that you’re not actively monitoring.

2. Decide to ignore or respond.

The Internet is full of trolls—people sitting in safe anonymity behind their keyboards who actively try to rile things up simply for attention. “Don’t feed the trolls,” as they say. Feeding a troll is dignifying them with a response, which is exactly what they want. Resist the urge to respond and most trolls will go away. If the criticism is genuine, however, you should respond quickly and thoughtfully, which will demonstrate that you’re a business that values feedback and listens to its customers. “I’m sorry to hear this…” is usually a good way to begin such a response.

3. Don’t get defensive.

While “the customer is always right” may not always hold true, you should generally handle most feedback as if it is. Did your business goof here or was it a misunderstanding? Either way, you should treat it seriously and consider making changes to avoid the same criticism in the future.

4. Apologize sincerely.

If you discover that your business is at fault, a sincere apology can go a long way towards making things right. Avoid formal business speak when making an apology—you’re a human being making an apology to another human being. So “I’m sorry this happened. I’m looking into it, so I’ll get back to you soon and we’ll get this sorted out” works a lot better than “We have acknowledged your complaint and apologize for your dissatisfaction.”

5. Make things right.

Take the conversation to phone or email and offer them a discount, reimbursement, or even a freebie. Sometimes that can quickly restore any lost goodwill. If you make things right, you just might turn that unhappy customer into a fan who spreads the word about how your business goes above and beyond in the name of customer service. That kind of cheerleading for your brand or business can be priceless.

image description

Roy Brooks and American Commercial Capital, LLC, has provided invoice-factoring services to Houston-area small businesses since 2003. We work with businesses in San Antonio, Dallas, Austin, Fort Worth, Beaumont, Port Arthur, Corpus Christi, and other nearby Texas cities.

If you want to learn more about how cashflow-sensitive invoice factoring can help your business, give us a call at 713-227-3863, contact us here, or fill out our form for a free, no-obligation quote.

READ MORE FROM AMERICAN COMMERCIAL CAPITAL

Business Video Roundup: Being Customer Driven, Honing Leadership Skills & More

Business Video Roundup: Being Customer Driven, Honing Leadership Skills & More

Today we’ve got another roundup of inspirational and informative videos designed to help entrepreneurs and small-business owners reach greater levels of success. Brian Tracy discusses how to hone your leadership skills, Hawke Media CEO Erik Huberman talks about the three pillars of marketing, and Sana’s Kitchen CEO Lisa Canning highlights the challenges faced by entrepreneurs who are trying to grow their business while simultaneously raising funds. Plus, learn about Steve…

Mike Winters 20.07.2018

Business Video Roundup: Generate Opportunities, Get More Clients & Stay Motivated

Business Video Roundup: Generate Opportunities, Get More Clients & Stay Motivated

Are you doing enough to generate opportunities for your business? The Ambitious Life host Greg Rollett says that most entrepreneurs are failing in this regard, so he shares a few quick tips to rectify this in our latest video roundup. Also on deck: Marie Forleo answers questions from entrepreneurs and small-business owners on her live call-in show, Brian Tracy gives advice on how to stay motivated through the thick and…

Mike Winters 13.07.2018

Business Video Roundup: Starting a Business, Scaling & Creating Marketing Hooks

Business Video Roundup: Starting a Business, Scaling & Creating Marketing Hooks

In our latest roundup of great videos for entrepreneurs and small-business owners, Brian Tracy dishes out some wisdom to help you accumulate wealth, Evan Carmichael and Stephen Kelly describe the first steps you should take in starting a business (and some mistakes to avoid), and Gary Vaynerchuk reveals the secrets to his success. Plus, Babak Azad of Round Two Partners talks about how he helped fitness company Beachbody scale beyond…

Mike Winters 29.06.2018
Back
AMERICAN COMMERCIAL CAPITAL HOME

HOW MUCH COULD FACTORING INCREASE PROFITS FOR YOUR BUSINESS?

CALL 713-227-3863