One of the most important elements now and in the future so that the clients go to your business and to your competition it is not the management of the negative opinions on Facebook and in other social and directory networks of businesses.
According to the Annual Report of the Consumer of Retail (I do not know any present), 68% of the clients who realised a negative critic on a business in social networks did not receive answer.
Its importance is so much that of that they received answer, 18% became faithful clients and a 33% realised a revision in positive of that initial negative opinion.
For which Facebook has become a referring one of opinions for your business?
Facebook has become right now one of the main portals where your clients are going to leave their opinions because simply your clients already are there.
It is very easy them to be able to leave an opinion because they do not need to register itself in a page where they do not have a user still created.
And in addition if they leave the opinions in your page of Facebook, they know that those opinions are going on Facebook to be able to be seen by their friendly.
2 birds of a shot kill themselves:
- It is easy for them because they already are there.
- They are able to discover good and bad experiences to illustrate to his friendly.
How you have to respond to the negative messages on Facebook?
In this point I want to present 8 rules to you that you must follow in the management of the possible bad opinions that your clients can leave in your page of Facebook:
#1 Responder as rapidly as possible
There is no worse form to act against a critic that the nonaction.
That is a scorn for your client and demonstrates to carelessness and unconcern by a situation lived by the client in your premises.
You must respond fast. Maximum in 24 hours workable. Mainly against the bad opinions, although you must answer all the opinions quickly, including the good ones.
#2 not to use copy-beats
A form to act very habitual on the part of proprietors of businesses or of little professional Community managers even is to create an answer type and to always respond with short-sticks of that or those precooked answers.
Thus you will only be able to cabrear more to your client and who the damage to your business grows still more.
Conversation with unique and concrete answers that make direct reference to the words of the client in their negative opinion.
#3 Dar to the clients more information
In the answer to our client we must give information. It does not serve to give a vague answer. You must explain the reasons.
This comforts to your client and it makes you recover the credibility in front of him (essential so that it buys to you time and time again).
#4 Tener a separated e-mail for the management of opinions
In order to be able to make a good management of those opinions, once you contact direct with the client (I explain it to you in more ahead), you must give the top priority to that question.
The client will see so you worry very much about them and the experience that they live in your premises.
#5 To be honest and transparent
Another one of the things that make some businesses very badly is to answer with lies or average truths on Facebook a complaint of a client.
Coje first a remembers the saying a lying one that to a cripple.
A lie is smelled of legua.
If minds to an angry client in the social networks, that complaint will become a great ball that will cost much money to you. Create to me!
It explains of simple way, although without details, what has happened and why.
Your clients will be thankful for your honesty and transparency to you.
#6 Pedir pardon if it is necessary
In the case that indeed is some negligence by your part or the one of your employees, it apologises openly.
That will make that the client lowers his barrier to you and is opened to explain the details to you than is past, having been able turn the information on that complaint into an improvement of your business.
#7 Taken care of with the Troll
If you detect that opinion negative comes from troll (person that only looks for the confrontation without keeping the most mini forms from education), not him DES field.
It answers the first fast time and you do not return to make contact with him.
It thinks that these individuals feed themselves on the confrontation with their interlocutors. Therefore, You do not feed ð to him!
#8 you do not take it to you as something personal
Many proprietors of businesses take the negative opinions from the clients as an attack to their people.
Partly I can understand that action: your business is your life, you go the life in him and you try that it is as well as possible.
But he can be that some thing becomes bad, and you must understand that a client thinks of negative way is a quality control that gives the opportunity to detect you in what aspects of your business you need to improve.
What concrete steps you must follow on Facebook against a negative opinion of your business?
Once already you know which are the masterful lines of action against the negative opinions of your clients on Facebook, we are going to face step by step of what doing when you receive a negative opinion of somebody.
#1 fast Answer and to request contact by telephone
Very important to respond within the first 24 hours trying to be able to make contact outside facebook with that displeased client.
You want to clarify the subject. You want to solve it by the good of your client and by the one of your business and the best form it is to establish a conversation with him outside Facebook.
I recommend to you that you try that facilitates its telephone or its email to you or that almenos is put in touch by those means with you for seeing what we can make to solve it.
If I recommend to you that conversation is realised outside Facebook is because you do not want to run the risk that is troll or that the things do not come out well, and the reputation of your business still is seen more damaged.
#2 Pedir to the client a revision
Once you have been able to solve the subject and the client is satisfied with the explanations and/or the activities that you have taken to end, are hour to try to repair.
You must ask the client who realises a revision to his initial opinion.
this later revision persecutes 2 objectives:
- That the future clients who read that negative opinion see that has been rectified by its proprietor.
- That all the clients who visit your page of Facebook notice that for most important you is than your clients live a great experience in your business, and that to it you dedicate all the efforts.
#3 To be proactive and to ask opinions your satisfied clients
As in a sea without fish, a red fish (a negative opinion is read) has much visibility, you must try to fill that sea with many blue fish (positive opinions) to palliate the few negative opinions that you can receive.
For that he is very interesting that you stimulate your satisfied clients to that they leave a positive opinion you in your page of facebook.
Thus, you will be with me in agreement that if your business receives a negative opinion and only has 3 opinions, the negative consequences of this will be majors much that if that negative opinion is between 100 opinions of satisfied clients.
Therefore, you must take to the opinions of your page of Facebook to the satisfied clients, since I assure to you that those that are not it will arrive single.
#4 Construir a page in your website where your clients can send their complaints to you
A very effective measurement for your reputation online is to activate a page of opinions within the website of your business.
With this you obtain that the possible damages by negative opinions can be smaller if the opinions are administered by you, and you do not leave the management of the reputation online of your business to pages of third companies where you are going to be able to intercede much less.
In addition, with this, you are going to teach to your customer that gives to its opinion the great importance that is deserved.
Since you have been able to see, the prescription for the management of the negative opinions on Facebook is relatively simple: speed, sincerity, empathy and distance.
Often, a great number of local businesses acts closing the eyes, the mouth and the ears. That only brings erosion and thinning to them of its daily accounts.
And you, what you have done against some negative critic? You have answered or you hoped that the time takes it? What repercussion has the opinions in your relation with your clients? You foment Them?
It interests your opinion and experience to me. I wait for your words in the commentaries and the social networks.