There are two types of negative people. The first type had a bad experience with your company and is therefore negative. The second type is negative by definition . The first type can be satisfied relatively easily. The second type are the so-called hate smurfs for whom you can do nothing right. list to data Both groups require a different approach.
Negative after an incident: start a dialogue
They often spread negative messages about your company. They think it should be better (versus positive people who think it can be better). Start a dialogue . Listen to their feedback. Maybe you can effectively improve some things and your company will rise in their esteem. Make sure that negative comments are handled in a positive, empathetic way. Even if these people do not become positive, you have neutralized the negative conversation.
This group has lost all faith in your company. They are convinced that your company is no good. Everything you say or do comes across wrong. They shudder at the thought of having anything to do with your products. Even if you engage in dialogue with them, they will not change their minds. There is little point in responding to their negative comments. Everything you say to them is adding fuel to the fire. It is an argument that cannot be won.
Don’t give them any attention. Leave their negative comments alone, but ignore their remarks. Giving them attention makes them feel like they are succeeding in their mission. The only interesting thing is to find out (listen) what is the cause of these extreme feelings.
If I become active on social media myself, do I run the risk of fueling negativity?
Consumers don’t want a company’s permission to talk about them. Regardless of the company’s presence, anschließend wählen sie ein geeignetes conversations are happening by definition. If you’re not there, you can’t hear them and you can’t respond. If you are there, you can hear them and you can respond. Moreover, there is a psychological effect that actually reduces the number of negative conversations. After all, people don’t like to talk negatively if the direct object can hear it. It’s very india number list easy to be angry with someone who isn’t in the room. If the person is in the room, it takes a bit more courage.
The more human the conversation management is conducted, the lower the number of negative conversations. However, if your company makes a serious mistake, then of course there will be a storm of reactions. At that moment, that has nothing to do with your own presence, but with the mistake made. Not being active on social media is deliberately closing your ears to the feedback of customers. That can never be the intention.