Ravi Shukle over on Social Media Examiner has a great article covering 10 ways for dealing with negative comments on social media, that'll help turn this potentially brand damaging scenario into a win for all. Read on for tip #1 and then follow the link to the full article.

#1: Respond Quickly

It’s important to respond quickly and efficiently to customer complaints on social media.

As a starting point, try to reply within 1 hour. This doesn’t mean you need to have all the answers right away. Customers typically want you to acknowledge their issue so they know you‘re looking into it.

Next, let customers know when they can expect a response. This helps you manage expectations and reduce negative feedback. You’ve acknowledged the issue and set a realistic time frame for a response.

It’s important to consistently provide this same level of response on social media, even on weekends. According to a study from Convince & Convert, 40% of respondents expect a response time within hours of leaving a complaint.

#2: Acknowledge Mistakes

Consumers know that no business is perfect, so instead of hiding mistakes, it’s best to own up to them.

Continue reading on Social Media Examiner...