No matter how great your school is, you will receive negative comments at some point. It's sometimes more about the person having a terrible day or being unhappy about something unrelated to your school than anything that happened at your private school. Whatever the source, the person's annoyance manifests as a bad review or comment on Facebook or another social channel.
For better or worse, we live in a world where people have a voice that can be easily expressed on social media. Parents and students can take pictures and videos, interact with others and create a positive or negative buzz about their experiences with your school as they perceive them. Unfortunately, their perceptions aren't always accurate.
I understand how annoying that may be, especially because social media is essential to any modern private school marketing plan. As a result, client support on social media necessitates a distinct technique. Effective social media management is required, especially when dealing with unfavorable comments. Handling negative comments on social media is critical for your school's brand image, and a well-thought-out plan can help minimize the damage.
Here are some strategies for dealing with negative social media comments or reviews:
10 Tips to Help You Effectively Manage Negative Social Media Comments or Negative Reviews
1. Don't Take It Personally
We all tend to take bad remarks personally, especially when they are about our beloved institution. In reality, though, it is not personal. The reviewer or commenter reacts to their experiences or interpretations of their experiences the same way they would in any other school or business. Put on your professional hat and realize that it is not a reflection of you.
2. Respond in a Professional Manner
It's very easy to become defensive in these circumstances. A challenge, on the other hand, will only exacerbate the problem. Even if you know that things did not occur as they claim, it is better to remain cool and not respond defensively.
3 Always Respond, No Matter How Busy You Are
It is critical to reply to every complaint or negative comment as soon as possible. You don't want the problem to linger, and you don't want the individual who is angry to begin commenting on a variety of other platforms. So, nip it in the bud and deal with it immediately.
4. Restate the Complaint
The complainant will feel more heard if the complaint is restated. For example, if a parent complains about not being able to see the principal soon enough. Investigate what was said and who said it (perhaps the secretary was legitimately having difficulty finding a slot on the principal's schedule).
5. Highlight Your School's Strengths
Respond to a negative complaint with a positive statement highlighting your school's qualities, such as "We've been in business for over 50 years, serving hundreds of students." Every family is significant to us. We want to extend (blank) to you..."
6. Take It Offline
If the parent feels "put off" by the principal, send a direct message to the parent and see if you can contact them immediately. Gather as much information as possible before contacting the secretary to see how fast the parent can be seen or if someone else can handle the parent's issue.
You don't want to disclose too much public information about the problem. Move the conversation as soon as possible to a private or direct message, email, or, even better, a phone call.
7. Deal Effectively With Trolls
Trolling is when someone intentionally causes trouble. They troll social media and enjoy the attention they receive. And your interaction only encourages them to continue in this manner.
If you're sure the complainant is a troll and their complaint is without merit, ignore them. However, because social media is so public, you may want to make one comment stating that what they are saying is incorrect and unfair. Be sure to include the facts to back up your claim. This will at least provide others with an accurate illustration of the situation.
8. Be Appreciative
All feedback is valuable. Therefore when someone leaves a comment, be sure to thank you for taking the time to share their feelings, even if they appear harsh. Even negative reviews and comments can be used to keep families by informing the commentator or reviewer of your plans and expressing your appreciation for their feedback.
9. Take Appropriate Action
If there needs to be a correction, communicate your response to the parent. Take all negative comments seriously until you are sure you have gotten to the bottom of the situation. Use what you learn to improve things, even if it's to create a new policy or internal procedure.
10. Focus on Getting More Positive Reviews
Encourage parents who are pleased with the education their child is receiving at your private school to write a review, effectively "drowning" out the negative ones. This is best done immediately following parent-teacher conferences.
You can also ask the negative reviewer to update their review after resolving the situation. Each positive review you receive will help to alleviate the sting of a negative one. Ten negative reviews out of 100 positive reviews isn't that bad.
11. Don't Remove or Try to Remove Comments Yourself
Remember, don't remove or try to remove comments yourself since it might create even more rage, and new comments are likely to be highly incendiary. In rare circumstances, the remark can be hidden from public view while still being available to the individual who wrote it. This reduces the likelihood of further confrontation.
Final Thoughts
Remember that a negative comment or bad review is an opportunity to listen and learn more about the person. It also allows you to reply with empathy and openness. Handling a negative comment or review may not be enjoyable, but responding in a positive and polite manner will go a long way toward garnering you a larger audience and committed families in the long term.