Hey Rockstarrs –
How do you handle negative feedback or crises in social media marketing?
Hey Rob –
I had a life changing experience when working for a ticketing company years ago. We were a DIY platform meaning that any client could set up their show in the system and go live. That would publish the ticket across all channels including Ticketmaster.
We had a client who published tickets for Madonna and Adele at a $25 ticket price. The tickets were live on the system and fans went nuts! Who wouldn’t want to see these two superstars for $25???? Well… the show wasn’t real. We had to contact the client to take down the show, but since it was located on our platform and tickets were sold, fans were outraged. Not only were we dealing with a mishap, but think of how unforgiving you would be if you scored the ultimate golden ticket and then were told – just kidding.
It was a challenge that took hours to calm down, but here’s what I’ve learned:
Stay Calm and Assess
When negative feedback arises, it’s important to remain calm. Assess the situation objectively to understand the root cause and severity of the issue. Remember – it’s not personal, it’s business. They are not personally attacking you (in most cases).
Respond Promptly and Professionally
Address the issue promptly. Craft a thoughtful, empathetic response that acknowledges the concern and demonstrates your commitment to resolving it.
Take Conversations Offline
If appropriate, offer to take the conversation offline to discuss the matter in more detail through direct messages, email, or a phone call. This shows your willingness to handle the issue privately and earnestly.
Show Empathy and Apologize
Express empathy for any inconvenience caused and apologize sincerely if your business is at fault. A genuine apology can go a long way in diffusing tension.
Learn and Improve
Use negative feedback as an opportunity to learn and improve. Take constructive criticism seriously and consider how you can prevent similar issues in the future.
Monitor and Manage Reputation
Continuously monitor social media channels for feedback and mentions. Address any emerging issues promptly to prevent escalation.
Have a Crisis Communication Plan
Prepare a crisis communication plan in advance. Define roles and responsibilities, outline response protocols, and identify key spokespersons in case of a major issue.
Engage Positively
Balance negative feedback with positive engagement. Highlight positive reviews and customer experiences to maintain a balanced online presence.
By handling negative feedback with transparency, empathy, and professionalism, you can often turn a challenging situation into an opportunity to strengthen customer relationships and improve your brand’s reputation.
