Negative reviews & comments on social media don’t tickle. When you see them your gut clenches up, your heart pounds and your mind races, wondering if your reputation just got flushed down the toilet.
It is really easy to pull a full on chicken little in these instances (the sky is falling!). As counterintuitive as it seems, negative reviews can actually be a good thing. Most people check out reviews before a major purchase, and often if we see nothing but glowing 5-star reviews we get suspicious.
We all know life isn’t all sunshine, rainbows and unicorn farts. If a brand appears to be shooting nothing but net, we assume it must be too good to be true.
The key is, you have to be responsive when negativity comes your way. Think of it as an opportunity to show off your brand’s amazing customer service, just on a public stage. Shoppers won’t fault you for a low review if you are responsive and actively work to address the issue.
The infographic below will teach you how to handle negativity on social media like a rockstar. If your company’s reputation is on the line you want to be sure not to “blow it!”