How to Handle Negative Comments?

 

Case 1. Technical problems. The company is not at fault.

 

  • Track and determine the source of this negative comment. Find out the original message in the media or the blog post and the user.
  • Prepare a response within 12 hours after the first negative message was posted.
  • Contact your community, explain that the problem arose due to circumstances beyond your control.
  • It is needed to publish your response on all possible media platforms within 48 hours after the first message was published. If you receive a post from a specific user, contact this customer and solve his or her problem publicly.

 

Case 2. Technical problems. It is evident that the company is at fault.

 

  • Track and determine the source of this negative comment. Find out the original message in the media or the blog post and the user.
  • Prepare a response within 12 hours after the first negative message was posted.
  • Try to contact your community in advance before they find out news about these issues. Try to assure the community and notify them that you are working to fix problems and apologise. Let members of the community know what you think about their safety and make everything possible, so these problems do not affect your customers, their safety and comfort.
  • It is needed to publish your response on all possible media platforms as well as on your social media channels and platforms within 48 hours after the first message appeared.
  • Get the maximum publicity possible while solving issues. You need to inform your customers about your steps and solutions constantly.
  • When all procedures are carried out, it is needed to make an announcement. You should mention all solutions that the company intends to integrate in order to avoid any future problems.

 

Case 3. Reputational risk caused by the company.

 

  • In case you face the leakage of confidential information, you need to stop all communication processes within the company. Do not use messengers, social networks and e-mail, and suspend collaboration with media platforms and communities. Find out the source of an accidental data breach as soon as possible.
  • Prepare a response within 12 hours after the first negative message was posted.
  • It is needed to publish your response on all possible media platforms as well as on your social media channels and platforms within 48 hours after the first message appeared.
  • Moderate your platforms and social media channels daily, track and reply instantly to the negative comments.
  • Try to assure the community and notify them that you are working to fix problems and apologise.

Case 4. Reputational risks arose from the aggressive behaviour of rivals or from circumstances that are beyond the company’s control.

 

  • In case you face reputational risks associated with your competitors, you need to contact your PR assistant on ICODA as soon as possible. We will assess all potential problems and create a strategy to repel the attack.
  • Remember that the best strategy to deal with some provocations is to ignore them.
  • If you plan to publish a response, you need to contact your community and explain the situation. You should assure them that the problem is under your control and they don’t have to worry.
  • It is needed to publish your response on all possible media channels within 48 hours after the first message appeared.
  • Create a strategy to prevent future attacks.