Here are 6 tips to help you respond to negative feedback in social media.
1. Monitor your social channels regularly
If your clinic is on social media, monitor it. Would you have a phone number and no one to answer it when it rings?
2. Don’t ignore it
The negative feedback will not go away if you ignore it! In fact, when someone is frustrated – be it online or in person – the most important thing to them is that they are heard.
3. Respond quickly
When you receive a comment, reply as quickly as you can. Customers expect speedy replies, with 37% of expecting an answer within 30 minutes.
A quick reply makes the customer feel like you are taking the issue seriously and think their concerns are important, and helps to not escalate the situation.
4. Respond publicly, then take the discussion ‘offline’ for more privacy.
When you receive a negative comment, first write a response publicly. It helps other customers stay in the loop and see that you are working to resolve their concern.
If you need to ask a customer for more details or sensitive information, then prompt them to move the conversation into a private channel – via direct message, email or even back to your clinic for that personal touch.
5. “Own it”
Even if you don’t agree with their complaint – don’t get defensive. Apologize for their issue if appropriate, and most importantly offer solutions or let them know you are working on resolving it.
6. Thank them
Negative comments can actually be very helpful for your business. When grounded in fact, they are opportunities to gather feedback and help your organization improve. This also conveys a professionalism and confidence that will be attractive to others.