How to Best Deal With Negative Comments on Social Media

It happens to every brand at some point: an unhappy customer or client leaves an angry comment on Facebook or Instagram or sends an upset tweet on Twitter. And how brands deal with these posts can make or break their social presence. A recent article in Inside Facebook, reveals speed is important. In fact, the article reports that 42 percent of consumers expect you to reply within 60 minutes, and more than two third of consumers expect a reply on the same day. When it comes to dealing with unhappy customers, do it immediately.

It’s also important to remember that a every bad comment is an opportunity to turn an unhappy customer into a brand advocate. Brands should acknowledge complaints and apologize. Be sincere and listen. More times that not, customers will appreciate and accept a brand’s apology.