Let’s look at Facebook. Facebook is a great platform to engage with your customers/followers not only can they comment, like and share your content but they can leave reviews about your products or services for all to see. Now that does sound a bit daunting and you may be thinking “what if we get a bad review?”
Well, don’t panic, if you get a negative review or comment the best thing to do is to respond. Remember, everyone who views your Facebook page will be able to see your comment so make sure it represents your business and not any frustration you may have.
Make sure to listen to what the customer is telling you and draft a response that addresses all of the issues raised and how you are going to combat them.
Also if people look through your reviews and see a genuine, understanding response it shows them that you as a business care about what your customers have to say (this goes a long way in most people’s books!).