Maybe you can maintain a good content creation, a good image through your website (if it fulfills the functions it should and has a professional aesthetic), active social networks, etc., but there is a point that many people escapes from the hands.

We refer to responding to criticism in the world of Social Media : Social Networks, blogs , forums, and other information platforms where users leave their opinions .

The management of online reputation is vital for any business, all seek information on the Internet, and consulted both own website who gives us what we want, as opinions in respect of its brand, its products or its services . And in the face of bad opinions, if we also find inadequate answers, we will hardly end up buying or consuming in the business, both physically and online to which reference is made.

And, with some knowledge, time, a website developed by a professional and updated social networks managed by the corresponding professional, the community manager , we can continue to manage our online reputation. But things go wrong most of the time when the owner, director, representative or employee of a company receives a bad review, a negative opinion. This is another of the issues for which it is necessary to know how to delegate to trained, qualified professionals, and as it is commonly said “with two fingers in front”, and although as a business owner, a bad opinion boils you so much, you have to to bite the bullet, arm yourself with patience, I promptly respond, with all the education in the world, or better yet, you consult yourcommunity manager or your online marketing company , they will know, or at least should, manage this issue.

And in addition, you have to be aware of a very human issue, and that is that we bother to write opinions especially when said opinions are negative, but to thank something, it costs us much more, even more when we talk about the purchase of products or services, if we have been happy, well, for that we have paid, but if we have been dissatisfied we can rant for days, both to our friends and family, as well as to anyone who wants to read us on social networks or in opinion forums , etc.

This is a fact, we must count on it, even if it is not pleasant, and although sometimes we do not find criticism justified, which of course, can also happen.

It has experts in Social Media, that they monitor the opinions of your brand and that they know how to act in the face of a brand crisis, the style with which they respond to users, is essential so as not to create the opposite effect to the desired one, that is, that criticisms of our bussines. As it is written, what values ​​are transmitted through our communication, the proactivity we have when responding, etc., is part of your business, and it is becoming a more and more important part, I repeat, we all consult on the Internet the products or services that we are going to buy and we can find bad opinions that put us back, which is as if in a physical store you had someone at the door giving birth to the shop assistants, saying that the products are bad, etc.

To begin with, do not respond only to good comments or only to bad ones, all users deserve a personalized response, it is very ugly to copy and paste and respond to all that thank you for using your services or buying your products. If someone has bothered to make a positive comment, respond by investing your time as well. What do you not have? Well, you know, the most appropriate thing is to have Social Media professionals .

 On the other hand, evaluate as far as possible the impact that this bad opinion is going to have, is it in a highly visited forum or is it on a page where no one has written for 3 years? Does it come from a person who has influence on the online world? Is it clearly perceived that the person who made the comment has completely left a polite tone and his message is disproportionate? Etc etc. Based on this and more, it is convenient to respond in one way or another. Sometimes, it is better not to answer if you want, this is a double-edged sword, so if the user insists, you will have to give him an answer, ignoring him forever is worse. There are always cases and cases, because there are professional trolls, but it is best to respond.  

A professional with a cool head and knowledge of Social Media and Online Marketing will know how to do all of this without problems.