Negative User Feedback: To Respond or Not?
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Transcript of Negative User Feedback: To Respond or Not?
Negative Online PostersTo engage or not to engage?
That is the question.
So you’re doing a daily checkup on
various platforms,
fielding questions and
interacting with
customers.
When all of a sudden…
A user comments
with negativity and a poor
review of your brand.
And he/she probably looks a little like this
guy.
Relax.
Take a moment to analyze the
comment.
Don’t respond without thinking.
Because…
Handled properly,
your customer could end
up like this:
BUT handled
incorrectly, your
customer is still going to look like this
guy:
If you’re committed
to having an online
presence, it’s your duty to
respond to users, in
most cases.
Our advice:
Reply once, keeping the response short and sweet.
“We apologize that you were dissatisfied with your project. Your satisfaction is very important to us. Please call us directly at (555)555-5555, and we will do our best to
address your concerns.”
Example
When not to engage:
If a comment or review is so outrageous that it is simply unbelievable, the best course of action may be to not respond at all.
In the end?
Kill ‘em withkindness
Takeaways:
Resist the urge to argue your point
Focus your effort on making the poster feel that their concerns are being heard
The goal is to get the conversation off-line, which is exactly what you want to happen