All organizations and businesses, regardless of the type of size, get that gut
wrench feeling when you see bad reviews or comments. Our first instinct is to
delete it before anyone sees it, but that isn’t always the best thing to do.
The best thing a business can do is acknowledge it, and try to make
amends. If they receive a bad review due to an intersection with an employee.
They shouldn’t look the other away and disregard the customers. Even if they find out that the employee did nothing wrong. They should acknowledge that they hear them. Have a conversation with the employee and if the employee was in the wrong guide them in the right direction so they can handle the situation better next time.
In the public housing line of work it is no different. Residents are the
clients. The community that helps invest time and resources into the organization are clients. SO if they have something to say at least listen and do your part.
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You would be surprised what simply acknowledging someone’s bad
experience and apologizing can do. It shows accountability. It shows that the
leaders of your organization care. That will take you a whole lot farther than
arguing or deleting the post or comment. If you delete it, all that does is add fuel
to the fire. For example, if you delete someone’s complaint on a social media
post. More than likely they will then take the complaint to their page AND add the fact that you deleted their comment instead of communicating with them. Next thing you know, you’re viral…and not the good kind. Don’t be afraid to stand tall and stand behind your organization. Even if your organization was not in the wrong and you feel like their overreacting. We don’t have the right to tell another person how they should or should not feel. But we do have the right to have good and respectful communication on behalf of our organization.
When it comes to responding to negativity on social media platforms
socialpilot.co suggest you take the following steps:
1. Don't ignore negative comments. The worst thing you can do for your brand is to ignore negative comments.
2. Apologize sincerely.
3. Don't make false promises.
4. Be polite.
5. Personalize your Message.
6. Reply instantly. ...
7. Explain yourself.
If you have more questions about managing your social media platforms, Housing Highlighted is her for you.
You can reach us at highlighters@housinghigh.com.
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