Everything in your business can be going according to plan, but a negative post on social media about a recent event you catered can throw you into a tailspin. No matter how great your product and service, it’s almost inevitable that someone, sometime will complain about you on social media.
What can you do when such a post threatens your brand’s reputation? If you’re like most proud business owners, you’ll probably want to immediately fight back. You’ll want to set the record straight by arguing with the complaining individual. Actually, that’s the last thing you should do. Reacting on impulse most often only makes the situation worse, and it puts you in a defensive position, even if you are not at fault.
Because of the importance of addressing issues such as this, most companies today have detailed, well-thought-out crisis communications plans that have been created in detail and at significant expense. For the average business without the time and financial resources to complete such a plan, what can you do to protect your interests?
Following are a few suggestions to help you respond to negative criticism without making matters worse.
Avoid the fight - Be professional at all times, no matter how much the criticism hurts. This is not the time to get into the mud, but to take the high road.
Take your time - Avoid reacting to the post with an off-the-cuff response.
Get the facts - Investigate the matter to see if the criticism has merit. Get a clear understanding of the situation and determine the best way to respond. If your company is at fault, acknowledge it and make amends the most practical way possible. Avoid coming off as defensive and make it clear you are truly concerned over the miscue. If you are not at fault, avoid excessive details in your response and simply explained what happened and why. In either case, be truthful in your response. Remember, honesty is the best policy.
Show you care - Look upon this issue as an opportunity to not only diffuse a potentially disastrous situation but also to demonstrate how much you care about your customers – even if they are complaining about your service. Be positive and genuine at all times.
Protect your brand - Do everything in your power to arrive at a positive outcome, but don’t allow your brand to become a doormat for someone’s personal vendetta. If you’re not at fault, stand your ground and demonstrate patience, but protect your brand. You’ve worked too hard to build it.
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