If you are running an Instagram business account, it’s almost impossible to avoid getting negative feedback even if your products are the best first in class products around. Simply put, you just can’t meet the expectations and demands of every consumer.
Customers are now flocking to social media platforms, when they are dissatisfied, where they can complain about your product or service and get a response. It’s easy to leave feedback on social media, as customers can reach you wherever they are, especially since it is sometimes quicker than calling a customer service number and being put on hold or e-mailing a company for help to receive a response days later.
Consumers want and need to be heard. Especially if their business originated from them seeing a product on your Instagram for the first time. Instagram has become an important part of customer service, and selling your products is not enough to enhance authenticity. Even when a mishap is not 100% your company’s fault or if things are a misunderstanding, consumers almost always take the other consumers side. Most small businesses do not have a Public Relations Specialist on hand that they can dial up in a crisis. It is best to address things quicker than later, even if you don’t have all the facts prepared when it happens.
Recognize and acknowledge the customer’s problem quickly. Don’t wait until things snowball and then other customers are alerted. This gives other customers the opportunity to air their grievances with your company as well. You do not have to have another way. You really do not need a solution right away, but it is important to be transparent and open to what your customers have to say. The last thing you want is for the issue to go viral because you didn’t take action soon enough or tried to ignore the issue.
It is also important not to address every negative third party that might chime in or have no business with your company at all. The internet calls these people “social media trolls”. These people just want to join in on the conversation and stir up trouble for the fun of it. It is important to be able to discern between genuine dissatisfaction in your customers and those who get a kick out of it trolling.
When you finally do come to a resolution there is nothing wrong with doing a PSA of sorts to let the rest of your audience know that an issue has been handled. This will help reaffirm their trust in your brand and confirm that your company is proactive when mistakes do happen.