Online reputation: how to manage criticism on social media

[shukla7789]

It's the nightmare of every business that deals with the public: a bad review on Google Maps, a devastating comment on Facebook... We've all seen the effect it can have on online reputation. It's a shame that many brands and companies still don't know how to manage criticism on social media.

If this is your case, here are some guidelines on how to proceed when someone expresses a negative opinion about your business.

How to manage criticism and keep your online reputation safe
First let's start with what you should NOT do under any circumstances:

There is no need to try to delete the negative comment
It should not be left unanswered
There is no need to get into an argument
Well, it is clear that in a situation like this, truemoney database has to be done, and time is running out. To get through this situation well, I recommend applying the following tips:

Give a quick but coherent response. That is, think carefully about your response so as not to say anything stupid, but respond as quickly as possible so as not to give the impression that you are careless or that you have been caught out. In an emergency situation, you should respond within an hour.
Respond politely and cordially , even if the criticism is not very kind. Remember that you are speaking on behalf of the company.
Appreciate criticism. “Is it okay to be criticized? No way.” Well, yes, you should be grateful (again, unless it’s directly offensive). A negative comment about your company is very good feedback about the points you need to change or improve, so it’s only natural that you thank the person who gave it to you for that feedback.
Make amends . If you feel the criticism is justified, acknowledge it, apologize, and, if possible, make amends. Imagine you own a restaurant and someone who dined there on Sunday complains on Facebook that they found a hair in their soup (perhaps one of the cooks wasn't wearing a hairnet). The best thing to do then would be to publicly apologize and treat them to a free dinner.
Argue . It may also happen that you find the criticism completely out of place. In that case, calmly state your point of view. If you see that the person wants to argue, settle the issue in the best possible way. For example: “I'm sorry we don't agree, but we'll take your comment into account. Regards.”
Turn the tables . The Chinese use the same word for “crisis” as they do for “opportunity” (crisisunity?). What I mean is that criticism can sometimes be a marketing opportunity. For example, suppose someone criticizes your corporate logo on social media. How about designing a few new logo proposals and polling your followers to see which one they like best?