What to do when you encounter negative reviews? Here are some tips!

In crisis public relations, 24 hours is a golden period. During this period, it is very important to respond quickly to control the situation and try to control or reduce the negative impact on the brand and the company. If crisis public relations is handled properly, it may be transformed into a "marketing" to harvest a group of new customers.

What a brand says on the Internet is a way to spread its own value and endorse itself. At the same time, the Internet is also an important channel for potential consumers to pay attention to brands. Therefore, companies that ignore social channels and only provide offline services are doomed to lose target consumers. When a brand's social account has negative comments from consumers, how should it respond?

1. Don’t ignore negative reviews

If a customer has a negative experience with a brand, it is imperative to quickly understand what happened. If the service or product quality is really poor, the brand should identify the shortcomings in the work and promise to fix the problem. In addition to this, the brand can give the customer a coupon code or discount to reduce their negative emotions.

The whole process is to respond quickly to bring customers back and understand the cause and effect of the incident. Secondly, increase customer loyalty.

2. Improve response speed

An important part of handling comments is the speed of response, especially when it comes to negative comments. As mentioned above, in the golden time of crisis public relations, the faster the response, the better, so as not to let things ferment to the point where they are out of control. At the same time, it is not acceptable to respond directly on behalf of an individual, and the response must be given on behalf of the brand or social account.

3. Text style

Communication with customers and responses to public opinions should form a certain style and should not be too formal and repetitive. Generally speaking, when communicating in online communities, the tone of communication should be consistent.

4. Don’t be too rigid in your communication

You can be humorous when communicating with consumers, but be careful to find a balance. For example, in the example below, mogortrans attached an appropriate emoji when replying to a comment. When responding, you can follow the following principles: the simpler the better, and avoid too many gerunds, participles, and other complex sentence structures.

5. Use different replies for different comments

Even if users use a single repetitive comment (such as wishing the brand a happy birthday), brands should learn to creatively thank them with different replies. At the same time, make sure to respond to each comment when possible to stimulate user interaction and improve loyalty.

6. Stay active

In addition to replying to user comments, brands can also take the initiative to comment on other users, making the brand more personified and emotional, as shown in the example of Netflix below.

The larger the company, the more effort it should put into social networks and other external information sources. Building a brand reputation is a long and arduous process, and every comment is like a brick, the foundation of a brand's business. Therefore, brands and companies should build it patiently and efficiently.