Both business owners and consumers know how huge the impact of social media can be. Social media influences so many of our daily choices, what to eat, where to eat, what to wear, where to shop and the list goes on. Some people post minute-by-minute, what is happening in their daily lives, while others tune in to those minute-by-minute updates.

This is all important to take into consideration when monitoring how your business is being represented on social media. This is two-way representation, including how your business positions itself as well as how others are referencing your business. Now, there’s a strong possibility that even with the best social media manager and phenomenal post, it can be overlooked if you have consumers posting negative comments along with emojis that represent being angry about your business or organization.

While there is no way you can prevent someone from leaving a negative comment you can certainly make sure you are ready to meet him or her with a remedy. An article written on stated that, “33% of users prefer to contact brands using social media rather than the telephone.” So, instead of having a private conversation about an issue that may have occurred it will be posted for the world to see; we don’t want that just floating around out there.  Let’s turn that frowning face into a smiling one. Referencing back to our article on the effect of emojis and engagement, that frowning face speaks volumes.

We most definitely want to make sure that we are not only addressing all negative comments but also doing so positively. When addressing these comments, we must take our personal feelings out; do not become defensive. Politely ask for an explanation for the negative feeling and offer a remedy to make sure you’re retaining that customer.

This all needs to be done in a timely manner. The longer you take to address the matter the longer that comment is out there for others to see, share and form what may be a negative opinion about your business. Let’s combat this with a solution that is timely and sincere. Don’t just give them the typical “sorry you feel that way, I assure you it won’t happen again,” line. Make it as personable as possible. Ask to speak with them directly about the matter, offering them both a sincere apology and a solution.

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