Immediate backpedalling on an online criticism is the first obvious reflex. However, it is best to hold back and try these alternatives to handle social media criticisms.
While handling a bad review on the internet, one thing brands must ignore is to go back with the same level of hostility. The manner in which businesses respond to social media criticisms, affect their reputation.
Here are some ways to handle criticism subtly.
Stick to brand values
One of the best ways to toy with criticism is to politely stand by core brand beliefs. When followers disagree with brand stance on any issue, explain what and why you believe in.
For instance, when Airbnb updated its logo to shape it like a heart bent out of a paper clip, it faced a backlash – from being compared to genitals, to being subjected to plagiarism.
The apartment rental brand however didn’t back off its corporate values and shared that the marque named ‘Belo’ is a combination of People, Place, Love, and represented the dream of coming together and belonging anywhere.
Play it with humour
Humor can work well when you’re on social media – even when handling hostile criticisms. It provides opportunities for followers to get in on the fun, which may make a lot of them forget about the issue that started the debate. Eventually, criticisms have a high chance to die out when things are dealt with lightly.
Back it up with facts
Wendy’s – the fast food restaurant company was accused of using frozen beef patties even though the company’s slogan was ‘fresh, never frozen.’ Wendy’s not only confirmed that it used fresh beef patties, but also provided the date when it started that policy.
By providing the exact year the ‘fresh, never frozen’ programme began, and then coupling it with humor, the brand defended itself against a false accusation, while maintaining a light tone.
For social media solutions, contact Asiacom.