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Neutralize negative messages on social media

Neutralize negative messages on social media

Being present on social media can increase the positioning of your restaurant or brand, depending on the strategy and content of interest you share on your profile, but just as it can make you grow, it can also damage your image through comments or customer complaints. dissatisfied.

In a globalized world, the possibility of pleasing everyone is nil. Brands have the same luck, so it is normal to find negative messages on the profile of your networks, the important thing is to know how to deal with these comments and avoid damaging your reputation or the image of your restaurant.

Digital marketing experts suggest the creation of a network management manual or protocol, detailing what type of complaints can be publicly answered and which ones will require data to contact the customer. Guidelines should be established to address complaints and / or claims, determining the maximum and minimum scope of response in order to serve customers favorably and quickly.

When offering a retribution for the client, you should consider the particularity of the complaint and if it is possible to change the user's perception of the brand, to generate trust and recommendation.

Reading or listening to the opinion of other people regarding a service or brand, can generate greater certainty when compared to those messages that come out of the companies themselves, therefore, if your social media channels are saturated with complaints, it is very A potential customer is likely to notice and avoid meeting you.

Checklis to neutralize negative messages on your networks.

 

1. Identify what type of user made the comment to determine what actions you should take.

a) The dissatisfied user that provides solutions: you can identify it by the vocabulary that it uses to express its disagreement. He is eloquent in his writing and offers you alternative solutions. Respond immediately. This type of user seeks to expose their annoyance and offers you a solution, they are not interested in damaging your image.

b) The aggressive user: You will be able to recognize him because in his narrative he describes a terrible experience, which can be influenced by the anger or frustration of the moment. You may not know exactly what you want, because even offering you a solution, you continue to be dissatisfied. Your goal will be to find a way to change your perception and follow up on your case to avoid losing you as a client.

c) Competitor user or trolls: you will identify this user because it is not based on a particular experience. It attacks your business or brand directly, it does not look for solutions, it seeks to end your reputation. It is easy to identify him, his language is aggressive and inappropriate for the medium, he makes destructive criticism, he recommends other sites. They are known or called 'trolls'.

2. Read and analyze the problem.

Remain calm, read the comment carefully and do an analysis of the situation to determine the action you should take in the exposed situation. If you don't have an immediate solution, reply to the message stating that 'it is being investigated'.

3. Respond cordially and respectfully.

Don't complicate yourself by using fancy or serious language. Write your answer using simple language, use public domain words and your interest in solving the issue. Your answer does not need to offer an immediate solution, but you can offer other channels of more personalized attention.

4. Show your empathy with the user without losing objectivity

Find a solution to the comment, place yourself in the place of the user or client, observe the situation from that perspective and thus you can find an answer to address that conflict.

5. Acknowledge your mistake.

Assess what the damage was and what needs to be done to repair it. He acknowledges that the company was responsible and apologizes for what happened. This action reflects the humble side of your company. Sometimes an apology can be enough to calm a dissatisfied customer.

7. Ignore the 'Trolls'.

When a person has the intention to harm and cause problems, nothing will be enough to make him change his attitude. Answer the comment honestly and objectively, if the user continues to express negatively, it will be better to ignore it. Maintaining communication with someone who is obviously not looking for a solution will be time without result or benefit.

8. Document.

Keeping a record of the negative comments and complaints received, with the solution offered, will help you detect the origin of the problem and make the pertinent changes to avoid its repetition. Attending a negative comment can become an element that generates trust and responsibility of our brand towards other users.