Criticism and negative comments, Conflict or opportunity for brands?

Many managers of companies claim as the main reason for not entering Social Networks the fact that their business is totally exposed to users and defenseless against the criticism and negative comments of Internet users.

When asked why not wanting to make the leap to dospuntocero a common response occurs: “I do not want my Facebook wall to make everyone complain or make me green.” The answer to this argument is simple: Do not allow it.

Although it never rains to everyone’s taste and, if we enter Social Media, sooner or later we will have some unhappy user because you can never do things well for everyone, what is clear is that if we perform an adequate management of our business, and we maintain a policy of absolute transparency and sincerity in Social Networks with respect to our brand, product or service, there will be a much lower percentage of the possibility of finding this type of comments associated with our presence.

However, one of the things that most interest companies that are in the environment dospuntocero is the feedback of their audience, that is, data provided by users and that allow them to know the best of their community: tastes, interests, preferences to be able to adapt our offer to them in a more specific way, but renounce that feedback in the fear that anyone can criticize it.

First of all we must differentiate between something that many confuse, reputation crisis and negative comment. It is not the same, nor do they have the same form of treatment, and, much less, the same repercussion.

In both cases we must act with caution, because before a poorly managed bad comment we can have some problems, but, we must say that a bad comment is not dangerous, but quite the opposite.

As we have said, it never rains to like everyone, and there is always someone who does not like something of what we do, and, if we are on the web dospuntocero, we must be clear that they will tell us with a comment on Facebook or on Twitter, but the repercussions that they have will depend on us.

A bad comment on the wall does not have to be exclusively dangerous to our reputation, in fact, it is a great opportunity for us to show that we are able to manage a negative opinion about our product or service. Often we must focus our efforts on certain aspects, relegating others to a second term, or carrying out actions instead of others. Perhaps we have not considered the fact that we need to improve some particular aspect in which we have not fallen, and a negative comment from our audience can help us, not only to realize that aspect, but to improve it.

On the other hand, it is also a great opportunity for the same audience to see that we are interested in their opinion, and that their comments not only matter to us, but that we use them to improve our management of the audience and our product.

So, it is not necessary for all the alarms to jump when we see a bad comment in our social profiles, we just need calm and perspective. From a bad comment a great opportunity is born. It’s up to us to take advantage of it and get a great performance.

And you, what are you going to do?

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