Negative comments: what to do with them and how to turn them into an opportunity

Negative comments are the nightmare of community managers and communication strategists. But if you know how to deal with them, they can be a source of inspiration for your brand. In this post, we at Teipe share 5 tips to turn them into an opportunity for growth.

Digital transformation, the growth of social networks, virtual stores and online shopping are a great advantage for brands. In a very short time and with an appropriate strategy, a completely new project can reach a potential buyer, and that's incredible! Technology allows us to get closer to our users and, with a small investment, set up a great business. This is undoubtedly very positive, but the downside is that some users who are unhappy with our products, our services or our ways of communicating can become very aggressive on social networks, bombarding our posts with negative comments and seriously harming our work! Has this happened to you? You're not the only one! In this post, from Teipe we share 5 tips so that you learn to turn a negative comment into an opportunity for your brand.

Negative feedback ? Please correct the error and report it!

The key to taking advantage of negative comments is to identify patterns or similarities between them. For example, if your brand has problems with delivery times and most of your customers' complaints are related to this, in addition to giving them an appropriate response, you should consider announcing reasonable deadlines in the posts in which you promote your product.

Thinking about negative feedback as a way to grow your brand will be very beneficial for your business. Plus, there's nothing better than feeling heard. Let your customers know that you take note of their opinions and that you're working to improve your service and the quality of your product every day. You'll see great results!

Don't rush and take advantage of the opportunity to show seriousness

Remember that business is business and you should never take anything personally. No matter how hurtful, rude or untruthful a comment is, you should never stoop to respond on that level. Of course, it's hard to maintain composure when you're investing a lot of energy and dedication into your brand and someone comes along and tries to destroy your work with malicious comments.

Before responding, we suggest you stop and think for at least 30 seconds about what you will say. Users will not only see the negative comment, but also read your response. And the more decisive and reasonable it is, the more serious and trustworthy your brand will appear.

A good idea is to put together a brand manual with your company's marketing team, to come up with smart and effective responses. At Teipe we have a specialized team that will help you find the best answer to each problem. Contact us !

Take the blame where it's due

Accepting mistakes, apologizing and correcting the error will make your company look more human and committed. If one of your followers finds a fault, the worst thing you can do is deny it. Always try to solve problems, make your users happy and satisfied.

Yes! Remember that both online and offline, some people complain, complain, complain. And you can't do anything about them! So, identify each of your users and, if they are the dreaded "trolls", understand that it is a losing battle and that it is not up to you. And if it is a user who breaks the rules of coexistence of your brand, do not hesitate to block them.

Establish rules for coexistence

A good strategy is to make clear in your site information the behaviors that will not be tolerated on your page. Rely on the guidelines of each of the social networks and, when you see that a user violates them, you can delete the comment with justification.

This, in addition to protecting your brand, will be well received by your followers. If the rules are clear, they will understand that no matter how disappointed or angry they are, they cannot say just anything.

Censorship is frowned upon

Censorship is frowned upon on social media, both by users and by the platforms themselves. A deleted comment can unleash the wrath of those who have written the negative comments, multiplying them several times and only making the situation worse.

As we said before, when someone criticizes your brand, the best thing you can do is respond with dignity and strength. Do not correct or pretend to be a moderator in debates, unless they violate the rules of coexistence we have mentioned above.

In short, show at every step how professional you are and how serious your brand is; that you know how to moderate and manage a conversation. You know your business perfectly and, if you want to grow, you should learn from the constructive criticism of those who choose you. At Teipe , our team of professionals can help you create a brand manual to save time, keep your community active and interested in your project and improve your company's image. Contact us now !