{"id":3363,"date":"2018-03-05T05:31:21","date_gmt":"2018-03-05T11:31:21","guid":{"rendered":"http:\/\/www.directoryone.com\/blog\/?p=3363"},"modified":"2025-07-01T08:07:43","modified_gmt":"2025-07-01T13:07:43","slug":"turn-negative-feedback-into-good-social-media","status":"publish","type":"post","link":"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html","title":{"rendered":"Turn Negative Feedback Into Good Social Media"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Connecting<\/span><span style=\"font-weight: 400;\"> with your customers on social media is a great way to show the human side of your brand. But what would you do if something goes wrong and negative comments start popping up on your company&#8217;s Facebook or Twitter page? You need to learn proper <\/span><a href=\"https:\/\/www.directoryone.com\/blog\/category\/search-engine-marketing-2\/social-media-marketing\"><span style=\"font-weight: 400;\">social media management<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Social media is a powerful online marketing tool. You can connect, engage, build trust and loyalty with current and prospective customers, generate web traffic, and ultimately drive sales to your business. However, having a social media presence also means dealing with negative comments at some point.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Types of negative customer feedback on social media:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Business error<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Misunderstanding<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Negative comment<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Spam<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Once you identify the type of complaint you received, it will be easier to determine how best to adress it. No matter what, do not delete or ignore a comment. Follow these three steps: 1) Recognize the complaint; 2) Apologize publicly; 3) Take the discussion off the public page to resolve the issue.<\/span><\/p>\n<p><strong>Offer incentives<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Remedy the problem by offering free business services or discounts.<\/span><\/p>\n<p><strong>Ask for an explanation<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Even if it isn&#8217;t an error on your part, basic customer service is addressing any issues customers might bring up. Ask your customers what they feel you did wrong and go from there.<\/span><\/p>\n<p><strong>Deal with spam<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Bad reviews are sometimes attempts to damage your business&#8217;s reputation. Address spams as if they are legitimate complaints. Apologize publicly then take the conversation offline to resolve the issue.<\/span><\/p>\n<p><a href=\"https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-2.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3364 size-full\" src=\"https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-2.jpg\" alt=\"social media 2\" width=\"1119\" height=\"785\" srcset=\"https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-2.jpg 1119w, https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-2-300x210.jpg 300w, https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-2-1024x718.jpg 1024w\" sizes=\"auto, (max-width: 1119px) 100vw, 1119px\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Keep in mind that no matter how great your company is, mistakes happen. Your customers can get upset and complain about you. Social media is your customers&#8217; platform to lodge these complaints. In turn, social media is a good avenue for you to show how great your brand is by addressing these complaints and providing resolutions in a professional and sincere way.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Social Media Management is an <\/span><a href=\"https:\/\/www.directoryone.com\/internet-marketing\/houston-internet-marketing-company.html\"><span style=\"font-weight: 400;\">online marketing service<\/span><\/a><span style=\"font-weight: 400;\"> in Houston that we at Directory One offer. If you would like to know how social media can benefit your brand, please email us at <\/span><a href=\"mailto:info@directoryone.com\"><span style=\"font-weight: 400;\">info@directoryone.com<\/span><\/a><span style=\"font-weight: 400;\"> or call (713) 269-3094 for a free website consultation.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Connecting with your customers on social media is a great way to show the human side of your brand. But what would you do if something goes wrong and negative comments start popping up on your company&#8217;s Facebook or Twitter page? You need to learn proper social media management. Social media is a powerful online marketing tool. You can connect, engage, build trust and loyalty with current and prospective customers, generate web traffic, and ultimately drive sales to your business. However, having a social media presence also means dealing with negative comments at some point. Types of negative customer feedback on social media: Business error Misunderstanding Negative comment Spam Once you identify the type of complaint you received, it will be easier to determine how best to adress it. No matter what, do not delete or ignore a comment. Follow these three steps: 1) Recognize the complaint; 2) Apologize publicly; 3) Take the discussion off the public page to resolve the issue. Offer incentives Remedy the problem by offering free business services or discounts. Ask for an explanation Even if it isn&#8217;t an error on your part, basic customer service is addressing any issues customers might bring up. Ask your<\/p>\n","protected":false},"author":1,"featured_media":4615,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[74,17],"tags":[765,579,767,769,44,768,766],"class_list":["post-3363","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-media-marketing","category-social-networking","tag-houston-social-media-management","tag-houston-social-media-marketing","tag-houston-social-media-strategy","tag-local-social-media-experts-houston","tag-social-media","tag-social-media-branding-houston","tag-social-media-services-in-houston"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Turn Negative Feedback into Positive Social Media Impact<\/title>\n<meta name=\"description\" content=\"Learn how to turn negative feedback into social media wins. Boost your brand image by responding smartly and strengthening trust with your Houston audience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Turn Negative Feedback into Positive Social Media Impact\" \/>\n<meta property=\"og:description\" content=\"Learn how to turn negative feedback into social media wins. Boost your brand image by responding smartly and strengthening trust with your Houston audience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html\" \/>\n<meta property=\"og:site_name\" content=\"Search Engine Marketing &amp; Optimization Blog\" \/>\n<meta property=\"article:published_time\" content=\"2018-03-05T11:31:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-01T13:07:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-marketing-concept-marketing-with-applications-1-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1350\" \/>\n\t<meta property=\"og:image:height\" content=\"899\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Directory One\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Directory One\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html\"},\"author\":{\"name\":\"Directory One\",\"@id\":\"https:\/\/www.directoryone.com\/blog\/#\/schema\/person\/72b06653ae945412b7e913abee89833c\"},\"headline\":\"Turn Negative Feedback Into Good Social Media\",\"datePublished\":\"2018-03-05T11:31:21+00:00\",\"dateModified\":\"2025-07-01T13:07:43+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html\"},\"wordCount\":353,\"image\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-marketing-concept-marketing-with-applications-1-1.jpg\",\"keywords\":[\"Houston Social Media Management\",\"Houston Social Media Marketing\",\"Houston Social Media Strategy.\",\"Local Social Media Experts Houston\",\"social media\",\"Social Media Branding Houston\",\"Social Media Services in Houston\"],\"articleSection\":[\"Social Media Marketing | Social Networking\",\"Social Networking\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html\",\"url\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html\",\"name\":\"Turn Negative Feedback into Positive Social Media Impact\",\"isPartOf\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/turn-negative-feedback-into-good-social-media.html#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.directoryone.com\/blog\/wp-content\/uploads\/social-media-marketing-concept-marketing-with-applications-1-1.jpg\",\"datePublished\":\"2018-03-05T11:31:21+00:00\",\"dateModified\":\"2025-07-01T13:07:43+00:00\",\"author\":{\"@id\":\"https:\/\/www.directoryone.com\/blog\/#\/schema\/person\/72b06653ae945412b7e913abee89833c\"},\"description\":\"Learn how to turn negative feedback into social media wins. 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