JeffBullas explains how taking a proactive presence on social media will allow you to respond and have a better chance of controlling your brand image online.
4 Social Media Monitoring and Management Tips
1. Track all complaints
2. Respond quickly in public
3. Stay positive publicly
4. Deal with details privately
This will assist you in stopping minor issues becoming a major public relations disaster.
Negative comments come in two main types: Valid complaints and Trolls.
Real complaints are problems that customers are having with your products or services that you need to address.
Trolls are a type of public spam that is usually illicit and unrelated to your business.
Responding: When you respond, use a respectful and even playful tone to keep the mood light and friendly. Next, share how your business plans to fix the problem in the future.
Read more details on handling negative comments on social media at JeffBullas.