Skip to content

How to Strategically Handle Negative Comments on Your Corporate Social Page

How to Strategically Handle Negative Comments on Your Corporate Social Page

Social media is an integral part of every business’s marketing strategy. Social media platforms like Facebook, Twitter, Instagram, and LinkedIn are powerful tools that can help businesses engage with their customers, build brand awareness, and promote their products and services. However, with the benefits of social media also come the drawbacks, such as negative comments. If you have any questions, feel free to send us an email at PRIME|PR.

Negative comments on a business’s social media page can be detrimental to its reputation, especially if they are not handled correctly. A negative comment can spread quickly and damage the brand’s image, leading to a loss of customers and revenue. Therefore, it is crucial for businesses to know how to handle negative comments on their social media pages effectively.

Here are some tips on how to best handle negative comments on a business’s social media page:

  1. Respond promptly

The first and most crucial step in handling negative comments on social media is to respond quickly. Customers expect a prompt response, and a delay in responding can make the situation worse. It is recommended that businesses respond to negative comments within 24 hours.

  1. Acknowledge the complaint

When responding to negative comments, businesses should acknowledge the complaint and show empathy towards the customer’s issue. This will help to defuse the situation and show the customer that the business cares about their concerns.

  1. Stay professional and courteous

It is essential for businesses to remain professional and courteous when responding to negative comments. Responding in a hostile or defensive manner will only escalate the situation and damage the brand’s reputation. Instead, businesses should respond politely and respectfully, even if the comment is offensive or unfair.

  1. Take the conversation offline

If the issue cannot be resolved through social media, businesses should take the conversation offline. Providing a phone number or email address for the customer to contact the business directly can help to resolve the issue more effectively and avoid any further negative comments.

  1. Do not delete negative comments

It can be tempting for businesses to delete negative comments on their social media pages, but this can do more harm than good. Deleting negative comments can make the business appear untrustworthy and dishonest, and it can also lead to more negative comments from customers who feel ignored.

  1. Provide a solution

When responding to negative comments, businesses should provide a solution or offer to resolve the issue. This can be in the form of a refund, a discount, or an apology. Providing a solution shows the customer that the business values their feedback and is willing to take steps to resolve the issue.

  1. Learn from the feedback

Negative comments can be an opportunity for businesses to learn from their customers’ feedback and improve their products and services. Businesses should take note of the issues raised in negative comments and use them to make improvements in the future.

  1. Monitor social media regularly

To effectively handle negative comments, businesses should monitor their social media pages regularly. This will help to identify negative comments quickly and respond promptly, reducing the risk of further damage to the brand’s reputation.

Handling negative comments on a business’s social media page can be challenging, but it is essential to maintain a positive brand image. Responding promptly, acknowledging the complaint, staying professional and courteous, taking the conversation offline, not deleting negative comments, providing a solution, learning from feedback, and monitoring social media regularly are all key steps in effectively handling negative comments on social media. By following these tips, businesses can turn negative comments into opportunities to improve their products and services and strengthen their relationship with their customers.

#PR firms Austin #tech PR Austin

 

CONTACT US

600 Congress Ave, 14th Floor, Austin, TX 78701  |  512-698-7373

Whether you just need a quick PR-related question answered, an unbiased review of a press release, a sounding board for whether your pitch should be offered to everyone or as an exclusive – PRIME|PR is ready to help.

If you need more – top level strategy on messaging and branding, creative pitch creation and execution to get more ink, or a fully integrated PR and marketing campaign from scratch, PRIME|PR is your agency. Let us show you what we can do.

Share this article:

Latest Post

From Critique to Acclaim: Leveraging PR for a Brand Makeover

In the tech industry, the power to change a brand’s narrative from negative to positive is not just necessary; it’s an art. This transformation requires more than just a superficial
Read More

Navigating the Quiet Period: Effective PR Without the News

The Challenge of No-News Periods in Tech PR In the fast-paced world of technology, not every day brings groundbreaking news. Yet, the art of public relations thrives on consistent visibility
Read More

Thanks for stopping by, visting the PRIME | PR website, and your interest in working with us.

Whether you just need a quick PR-related question answered, an unbiased review of a press release, a sounding board for whether your pitch should be offered to everyone or as an exclusive – PRIME|PR is ready to help.

If you need more – top level strategy on messaging and branding, creative pitch creation and execution to get more ink, or a fully integrated PR and marketing campaign from scratch, PRIME|PR is your agency. Let us show you what we can do.

At PRIME|PR, we understand that selecting the right public relations partner is crucial for your business. To help you make an informed decision, we’ve compiled a list of frequently asked questions tailored to the overall industry and specifically to our agency.

Answer:  At PRIME|PR, we have extensive experience in technology and B2B industries, successfully representing a diverse range of clients from start-ups to Fortune 100 companies. Our team of experts stays up-to-date on industry trends, ensuring we have the necessary knowledge and expertise to effectively represent your company. Our founder, Nicolia Wiles, was a Gartner analyst before starting PRIME|PR and has some of the best tech expertise f any PR professional today.

Answer: This is one of the most important questions to ask any PR firm. Unlike other firms that have different bills rates for staff according to title/position, we use a single bill rate of $150/hour for everyone that works on your account – but one of the biggest differences for our firm is that we have no junior staff, so you always work with someone with at least 15 years experience (which is typically $400+/hour at other firms).

Answer: This is one of the most important questions to ask any PR firm. Unlike other firms that have different bills rates for staff according to title/position, we use a single bill rate of $150/hour for everyone that works on your account – but one of the biggest differences for our firm is that we have no junior staff, so you always work with someone with at least 15 years experience (which is typically $400+/hour at other firms).

Answer: In almost every client engagement, we start with foundational messaging to ensure you are telling the right story to the right people. We’ll then update all marketing material (including your website) and create a 12-month Communication Plan that we’ll use as a tool to make sure we are building your brand in the most effective way possible. We’ll then create individualized monthly plans that we’ll use to prioritize activity together – this also ensure that everyone from the CEO down knows exactly what is happening, what to expect and how to judge success each month.

Answer: Absolutely! We are proud of our track record and are happy to share case studies and examples of successful campaigns we’ve executed. Our portfolio showcases our strategic approach to public relations and demonstrates our ability to deliver results. Our Case Study page provides some immediate examples.

Answer: We measure success by assessing various data metrics, such as media coverage, audience reach, and impact on brand reputation. We work closely with our clients to set realistic expectations and strategic KPIs custom to their individual pain points and goals. We use multiple software packages to track everything from media engagement to sales.

Answer: Our strong media network is one of our core strengths. We have established relationships with key journalists, influencers, and other relevant media contacts, enabling us to secure valuable coverage for our clients. Prior to starting PRIME|PR, Nicolia Wiles was an analyst at Gartner and created strong relationships with media that contacted him for intel, making him a true resource with media.

Answer: PRIME|PR offers a wide range of services, including media relations, social media management, and event planning. We are committed to customizing our services to meet your company’s unique needs and requirements.

Answer: We value open and transparent communication with our clients. Our preferred methods of communication include regular email updates, phone calls, and in-person or Zoom meetings. We are always available to handle urgent situations any time of day.

Answer: We are happy to provide client references upon request. Our clients can attest to our professionalism, working style, and the results we deliver. We believe their testimonials offer valuable insights into our performance as a PR partner. Immediate testimonials can be seen at our GMB page.

Answer:  Our team at PRIME|PR is committed to seamless integration with your existing marketing and communications efforts. We develop strategies for collaboration and coordination, ensuring a cohesive and effective approach to achieving your goals. We work best with a client when we have an integrated team approach where we are part of the team vs a PR vendor. We are often brought on as interim CMO and marketing departments for companies that have not yet expanded those roles.