Negative Online PostersTo engage or not to engage?

That is the question.

So you’re doing a daily checkup on

various platforms,

fielding questions and

interacting with

customers.

When all of a sudden…

A user comments

with negativity and a poor

review of your brand.

And he/she probably looks a little like this

guy.

Relax.

Take a moment to analyze the

comment.

Don’t respond without thinking.

Because…

Handled properly,

your customer could end

up like this:

BUT handled

incorrectly, your

customer is still going to look like this

guy:

If you’re committed

to having an online

presence, it’s your duty to

respond to users, in

most cases.

Our advice:

Reply once, keeping the response short and sweet.

“We apologize that you were dissatisfied with your project. Your satisfaction is very important to us. Please call us directly at (555)555-5555, and we will do our best to

address your concerns.”

Example

When not to engage:

If a comment or review is so outrageous that it is simply unbelievable, the best course of action may be to not respond at all.

In the end?

Kill ‘em withkindness

Takeaways:

Resist the urge to argue your point

Focus your effort on making the poster feel that their concerns are being heard

The goal is to get the conversation off-line, which is exactly what you want to happen

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