It’s hard to see a nasty comment written below your business’ post. It’s frustrating seeing a bad review. And it may feel defeating if no one sticks up for you.
In today’s digital age, the internet isn’t just for businesses to reach their clients, customers and members, it’s a way for them to also reach you. And one of the easiest way for them to do so is through social media.
But the golden question is: do I respond? And the answer is yes! (Even if the comment is a bad one.)
According to Help Scout, 78% of people expect personalized responses within 24 hours on social media. They are quick to switch to competitors if that timeline isn’t met.
Think of it like this: customer service on social media influences your reputation and customer satisfaction. Positive interactions like personalized solutions and proactive engagement enhance your image and foster loyalty.
Poor service or delayed responses can lead to further public criticism and damage your reputation. In fact, a study by Zendesk found that 3 in 4 customers will spend more money with businesses that provide good customer service.
To start, the easiest thing to do is reply to positive comments. When we interact with positivity, it builds and maintains a strong brand image. Think of it as positive reinforcement. A sincere thank-you in a personalized message goes a long way. These gestures show how much you value and appreciate their feedback. And believe it or not, sometimes your customers view you as a “celebrity,” so it’s extra fun for them to get a reply!
Examples of positive replies:
• “Thank you so much for the kind words, [Name]. We’re thrilled you enjoyed your experience!”
• “We appreciate you taking the time to share this! You made our day, [Name]”
• “So glad to hear this! Let us know if we can help with anything else.”
Neutral comments also warrant replies. Although they don’t necessarily ask for interaction, giving them attention shows your audience you’re paying attention and engaged. This might look like answering a quick question, acknowledging a general observation, or adding helpful context.
Examples of neutral replies:
• “Great question, here’s how it works…”
• “Thanks for pointing that out, [Name]! Here’s a little more info.”
Negative comments can be tricky. It’s important to show empathy and respond quickly. Your tone should stay respectful, calm, and solution-oriented. Using phrases like “I’m sorry you experienced this,” “We’d love to make this right,” or “Thank you for bringing this to our attention” helps diffuse tension. A personalized response can turn a frustrated customer into a satisfied one and hopefully keep them coming back.
Examples of negative replies:
• “We’re really sorry this happened, [Name]. That’s not the experience we aim to provide, and we appreciate you bringing it to our attention.”
• “Thank you for letting us know. We’d love the chance to resolve this, could you send us a message at [email]?”
• “We understand your frustration, [Name], and we’re here to help make it right.”
If their complaint requires additional attention, direct them to an email or number to call. But if you do this, you need to be prompt on that line of communication as well. There is nothing worse than being redirected endlessly before someone gives up and switches businesses.
According to Sprout Social, it’s best practice to have an escalation management protocol in place to handle any negativity that intensifies.
You can’t reply to every comment, and you shouldn’t. But your team should monitor your pages consistently to see what’s being said and step in when it matters.