Social media is a wonderful tool for reaching your target audience and having genuine dialogue with your consumers. While most social media communication is a great engagement tool, there can be the occasional comments which are negative. In these situations, you need to know how to respond because doing nothing can be more damaging.
Keep calm and level, and don’t accuse the person of anything. Be helpful and offer to remedy the situation, even if it’s just by way of talking through their concerns (directing them to use private messaging for this part). This way, other users can see you have responded and attempted to make amends. Don't be put off implementing social media channels because you're worried about negative comments - they don't happen that often!
Social media is great for engaging with consumers, but you need to be on top of your game! Don’t like your own posts, don’t post anything that detracts from company values and make sure you’re regularly updating on it.
Remember, your social media channels are your company's face, so content always needs to be engaging and the right reflection of you as a company. Don't post low resolution pictures or share posts from other people/pages that would be better suited to your personal page.
Make sure you're checking that the actions you're performing on social media are under the right account. If you manage more than your own personal channels, it's worth double checking when you're posting/commenting/interacting as your business that you're doing it under the business account and not yourself. We've all been caught out!
At Market South, we know a thing or two about social media, so get in touch with us and we can work out a social media strategy for your business.