Synopsis:
Create a Process
One of the first things all community managers should do upon inheriting control of their brand’s social channels is create a process for handling feedback.
Your primary goal needs to be addressing the problem that caused the complaint instead of the complaint itself.
Identify the Type of Feedback
- Pressing: An example of pressing negative feedback would be someone Tweeting, “Hey @simplymeasured – my free report won’t generate.”
- Constructive: “This post is a little confusing – those two recommendations seemed very similar.” Constructive feedback gives you an opportunity to modify certain things in the future.
- Disgruntled: People can get nasty on social media, over both big and little things. Generally these people are very upset because of something and they can’t be reasoned with. The best thing to do in this instance is apologize and move on. (??? Really? Consider this)
- Spam:
Respond to Everything…Within Reason
some situations are beyond mediation. Absolutely respond to both pressing and constructive feedback. However, sometimes there are people that are unreasonable and antagonistic. There’s a huge difference between negative feedback and trolling.Have Patience, Be Helpful, Make Changes
The number one priority when it comes to handling feedback on social is having patience.Even if they’re complaining about something that is user-error, take a deep breath, apologize (Again??? COnsider) for the inconvenience or offer up a solution and then make changes (if need be) to make sure that the confusion doesn’t occur again.
Give Your Audience a Chance
If you’re doing your job, you’re creating advocates that can go to bat for your brand against anybody. Whether it’s negative feedback, questions or general discussion, it’s always important to give your audience the opportunity to respond first.
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