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In today’s world of instant digital communication, customer feedback is
oftentimes — for better or worse — unfiltered. While positive feedback
is a big part of the picture, with the good comes the bad.
This holds especially true of personal experiences such as vaca-
tioning. Consumers expect that everything will go off without a hitch;
when something goes wrong, they’re quick to take to the Web to share
their experiences.
Why Respond to Negative Comments?
All businesses inevitably have negative feedback from time to time. You
might think responding to negative comments will just draw additional
attention to them. But a response assures both the customer and oth-
ers who see the post that your company values its customers. Ignoring
it is the same as saying,
We don’t care
. Acknowledging it says,
We’re
listening, and we want to rectify the situation as best we can
.
How to deal with negative comments? Here are some tips.
1.
Don’t wait around.
It’s imperative to have a social media team—
or at least a dedicated team member — that routinely monitors all
social outlets and handles comments in a timely manner.
2.
Don’t be defensive.
It may be your instinct to refute the com-
plaint, especially if you believe the allegation isn’t fair. Instead,
politely acknowledge the customer’s dissatisfaction.
3.
Never delete the complaint.
It will always come back to haunt
you. Acknowledge the comment, apologize for the aggravation,
and take the conversation offline for resolution. (Request that they
private-message or email you.)
4.
Never Ignore.
Even if the comment doesn’t seem significant, it’s
important to address. Ask for more information and offer to help
resolve.
5.
Incentivize.
Once you’ve taken the conversation offline, if the
person still isn’t satisfied with your response, consider offering a
special service or discount. Perhaps a free treatment at your
resort’s day spa. This can convert an upset customer into a satis-
fied and returning guest.
6.
Address spam and trolls.
On occasion, you’ll be faced with
meritless comments or someone attempting to damage your com-
pany’s reputation. Address these as you would a legitimate com-
plaint. Sometimes, however, if it’s clearly spam and violates terms
of use — both of your business and the social platform — it’s OK
to delete and ban that user from future postings.
Negative Comments on Public Sites
Even if your company isn’t actively using social media, it’s still important
to keep an ear to the ground and know what the public is saying. Sites
such as TripAdvisor, Hotels.com, and VirtualTourist, which let registered
users share their opinions about places they visit around the globe, are
great resources for feedback.
Leaders in the hospitality industry are diligent about constantly
perusing these sites. Why? These posts can have a measurable impact
on your business. Sometimes you’ll find negative remarks. If this hap-
pens, take a few minutes to register an official company account and
offer feedback just as you would on your business’s own social outlet.
Like it or not, social media is here to stay, its influence is far-
reaching, and it’s something all businesses should embrace. Sure,
negative comments are a part of the game, but by addressing your
customers’ concerns on these very public outlets, you have a better
chance of not only retaining loyal customers, but of potentially pick-
ing up new devotees along the way.
Jackie Ferreiro is director of social media for Interval
International. She oversees social media strategies and
initiatives, including Interval Community, one of the
world’s largest timeshare social networking forums.
RESORTDEVELOPER.COM
vacation industry review
JULY – SEPTEMBER 2016
10
By Jackie Ferreiro
SOCIAL MEDIA
Six Tips for Responding to Online Complaints
Negative Feedback,
Positive Outcome