How do you deal with negative comments or an online reputation crisis?
There is a list of things I do follow in order to tackle negative comments or an online reputation crisis such as:
Acting quick – Before the issue becomes big and become viral, respond appropriately and provide or promise a solution to the user or users. Respond to the posts or comments in a polite way with a relevant and convincing answer.
Not deleting it – Deleting it makes it look like their claim is real and we are afraid of truth going out.
Informing the management – to let them know the situation and let them share any of their ideas
Responding to each complaint – to let the world knows you are not just a business to make money but care about their customers and trying best to give the best service possible.
Making one-page answer to all the questions they have – and promoting the page to rank on organically so when people search about it, they will be taken to the page instead of your social media channels. Even if users directly come to your social media page to ask about the issue, shift them from social media pages to take off the spotlight.
Showing the human side - by personalizing the message, not sounding like a bot, apologizing sincerely, don’t over-promise and show your human side.
