Thumbs Up: Best practices for handling comments on social media – My Buckhannon Leave a comment

Spend enough time on social media, and you’re going to see it all — the good and the bad. Sometimes, a customer will brighten your day with an awesome review of the services you work so hard to provide. Other times, someone will make a comment that gets under your skin and fuels an incredible urge to smash the reply button and tell that person exactly what you think of them in a flurry of flying thumbs. 
Modern shoppers expect a business to be engaged on social media, so here are some tips to help you build a positive online community and deal with negative comments in a way that can help you improve your relationship with your customers while keeping your comments section from becoming a warzone.
A wild comment has appeared! That’s right, your latest upbeat and engaging post has been invaded by a nasty little negative comment. It’s throwing off the whole vibe. It’s going to happen sooner or later, so how do you know if you should take action and respond directly?
On the other hand, sometimes you’ll get a real head-scratcher. If you’re facing an online troll, you don’t need to put up with it, and neither do your other followers who probably feel the same way you do. Just hit that “hide comment” button and move on.
If you receive a complaint on social media, picture yourself dealing face-to-face with the customer. Chances are you’re not making a loud, public spectacle. Instead, you take that customer aside, talk about why they’re unhappy, and offer something to help them feel better about doing business with you. Try to respond the same way on social media.
Social media can be a great way to build your business, no matter the industry. It’s an engaging and often rewarding way to interact with your customers. Have fun and stay positive, as your followers will likely follow the vibe established by your business.
When you do face negativity, stay focused on resolving problems or clearing up misinformation. Hide the trolls and address legitimate comments quickly and publicly, and resolve privately if necessary. Responding quickly and consistently builds credibility and trust. You may even learn something about how you can best serve your customers too!
Editor’s note: My Buckhannon columnist Tyler Hall writes about people, places and public service in and around north-central West Virginia. It was a late Friday afternoon, when I arrived at 48 East Main Street. The sun was still high, yet […]
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