Well, it’s a sad fact that you can’t keep everyone happy. And that’s true for brands too. There will always be unhappy customers or in more severe cases haters to your brand. The problem begins to get larger when they start sharing negative posts about your brand on social media, so a wider audience receives those messages, and this can significantly harm your brand.

It is always possible to just ignore these comments and posts, and in many cases, you will not even find out about it until it’s too late. But not with Mentionlytics! We will scan the web and social and make sure you will know it first!

However, the most tricky part is how to deal with this, after you’ve found out. Well, there is no single answer to this question, as the reasons for the negative posts can vary significantly. Here is some basic advice:

  • Be Quick: It’s important to try to find a solution as soon as possible. You never know how big an unhandled social post can get!
  • Customers complaining about your service/product: Be very polite and try to take the conversation to a private level, either on the phone or in personal messages. Be very honest and do your best to resolve the issue. Offer a refund if needed. Never leave the private conversation until an acceptable solution is achieved. This could trigger even worse mentions if left in mid-air.
  • Dealing with Trolls: If you encounter a troll maybe there is no way to resolve the matter. Read our Expert Advice on Trolls for more.

Useful resources:

Manos Perakakis

About Manos Perakakis

Manos is the co-founder of Mentionlytics. He has a PhD from Brunel University in User Experience and HCI. Also, he has also been teaching Digital Marketing and Web Design to Bachelor degree students for the past 9 years, as a lecturer in Hellenic Mediterranean University. • Follow Manos on TwitterCheck Manos on Linkedin

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