Technology

4 Tips for Eliminating the Negative on Social Media

TechnologyMar 17, 2016

4 Tips for Eliminating the Negative on Social Media

Likeable Local’s Beth Henderson shares a handful of hacks jewelers can use to combat, and even prevent, the negative comments left on their social media sites.

Negativity: sometimes it seems as if there is absolutely no escape from it.

In a customer-facing business like jewelry, you are constantly bombarded by people’s personal opinions. Some positive and some … not so much.


Beth Henderson is the marketing coordinator at Likeable Local, the creators of Likeable Hub, a platform with a mobile app that helps small businesses, like jewelers, use social media.It’s impossible to say how many jewelers are scared to approach social media due to their fear of negativity, but what if we at Likeable Local were to tell you that there is no need to be scared?

Sure, individuals can say whatever they want online, but with these simple hacks you can easily combat, or simply prevent, negativity on social media.

1. Do NOT Delete or Ignore
Unless a comment is obscene, profane or bigoted, or contains someone’s personal and private information, never delete negativity from a social network site or blog. This sounds counterintuitive, right? Think again. Deleting comments shows that either you are hiding something or do not care about what these people have to say.

The next impulse would be simply to ignore it. However, this is just as bad if not worse. No response is a response. Like deleting a comment, ignoring negative feedback sends the message that your customers’ opinions don’t matter. That is not the impression you want to make on potential customers.

2. Respond Quickly and Resolve Immediately
The first step toward resolving the issue is responding publicly. This shows that you are straightforward and honestly looking to fix the problem. After initially grabbing their attention, take it private by responding via direct message on your social channels to illustrate that you take personal responsibility for the issue at hand. In addition, this will allow a free exchange of information so you can fully make things right. Just remember, the five most important words in social are “I am sorry” and “Thank you.”

3. Turn Complainers into Supporters with Surprise and Delight
What’s the best way to prove the excellence of your jewelry business? Turn those negative individuals into evangelists with an extra dose of surprise and delight.

Has someone’s new bracelet just broken? Respond that you will fix it and then add on a discount or other promotion to show how much you value their patronage.

It’s not hard to turn a frown into

a smile. Just know that strong customer service is a vital skill that cannot be ignored. It also can’t hurt to add a dash of excitement to any apology you might have to make.

4. Incentivize for Positive Feedback
Instead of focusing on the negative, try to encourage positivity to blossom on your social channels. Create incentives such as discounts or competitions to incentivize your customers to post positive reviews online.

It’s a fact that unhappy people are more likely to write reviews than happy ones, so try to coax your pleased customers out of the woodwork with incentives. Incentives give them a reason to remember your store fondly and in turn write messages of positivity, balancing out any negativity in sight.

Complaints are unavoidable. However, there are ways to resolve any unhappiness that may appear on your social media pages.

Address the problem head on, do your best to resolve it, and go above and beyond to surprise the unhappy party and turn them into a fan.

Closing your eyes and denying the existence of negativity will only make your problems grow. Face them head on and you can easily resolve anything that brings down your social standing online.

Beth Henderson is the marketing coordinator at Likeable Local, a partner of Jewelers of America and the creators of Likeable Hub, a powerful platform with an easy-to-use mobile app that helps small businesses, like jewelers, succeed with social media. Reach her at beth@likeablelocal.com.

Michelle Graffis the editor-in-chief at National Jeweler, directing the publication’s coverage both online and in print.

The Latest

David Ettinger
IndependentsMar 28, 2024
David Ettinger of Bechdel Jewelers Dies at 69

He’s remembered as a “font of passion,” leaving behind a legacy of dedication to his craft and community.

Jewelers of America logo
IndependentsMar 28, 2024
JA to Host Series of Learning Workshops

The first one will take place next month during the Jewelers of Louisiana’s and Mississippi Jewelers Association’s conventions.

Jaeger-LeCoultre Madison Avenue NYC store
WatchesMar 28, 2024
Peek Inside Jaeger-LeCoultre’s Revamped NYC Flagship

The redesigned boutique features interactive displays and a workshop space for hands-on learning about watchmaking.

Jewelers of America Fly In Washington, D.C.
Brought to you by
How Jewelers of America Represents Your Business

For over 30 years, JA has advocated for the industry, fought against harmful legislation and backed measures that help jewelry businesses.

Asian Star’s diamond manufacturing facility in India
SourcingMar 27, 2024
Compliance, Caution, and Concern: The Current Outlook of Indian Diamantaires

There is a willingness to comply with new government-mandated regulations, with an insistence that they should be practical and realistic.

Weekly QuizMar 28, 2024
This Week’s Quiz
Test your jewelry news knowledge with this short test.
Take the Quiz
Kira Diam solar plant
Lab-GrownMar 27, 2024
Indian Lab-Grown Diamond Manufacturers Keep Growing

A combination of factors is driving growth in the industry despite the precipitous drop in prices across the board.

Bharat Ratnam, a Mega Common Facilitation Centre (CFC)
SourcingMar 27, 2024
Reinvigorating SEEPZ, the Epicenter of India’s Studded Jewelry Exports

The zone’s modernization will enhance and increase India’s jewelry manufacturing capabilities while aiding small and mid-sized businesses.

BTYB-HoBrothers-updated.png
Brought to you by
The Scalable, Professional, and Effortless Solution for High-Demand Custom Jewelry Retailers

Ho Brothers offers scalable solutions for the future of custom jewelry.

SRK Empire and SRK House
Policies & IssuesMar 27, 2024
SRK Exports’ Journey Toward Net Zero Impact

By the end of this year, SRK’s diamond manufacturing complexes will achieve net zero emissions, one of an impressive array of achievements.

Georgia May Jagger Tommy Hilfiger ad campaign
FinancialsMar 27, 2024
Movado’s Full-Year Sales Sink 11%

The company plans to invest $25 million in marketing initiatives to boost awareness around its namesake and licensed brands.

Hand holding shopping bags
SurveysMar 27, 2024
Consumer Confidence Held Steady in March

Optimism about the current state of the economy was offset by anxiety around inflation and the political environment.

Bernadette Mack
Policies & IssuesMar 27, 2024
Mercury Free Mining Hires Bernadette Mack

The former WJA executive director is MFM’s new managing director.

April Is Diamonds Do Good Month
Policies & IssuesMar 27, 2024
Diamonds Do Good Announces Its April Initiative

DDG encourages retailers to educate customers on the positive impact of purchasing natural diamonds.

Tiffany & Co. With Love, Since 1837
MajorsMar 26, 2024
Tiffany & Co. Debuts ‘With Love, Since 1837’ Campaign

Highlighting the most iconic Tiffany collections, it’s inspired by the company’s late window designer, Gene Moore.

National Jeweler columnists Duvall O’Steen and Jen Cullen Williams
ColumnistsMar 26, 2024
Creative Connecting: AI Tools and Tips for Social Media

Jen Cullen Williams and Duvall O’Steen explore how jewelers can save time and money by using AI to analyze engagement and create content.

Nordstrom Men’s Store New York City
MajorsMar 26, 2024
Nordstrom May Go Private, Says Report

The retailer previously turned down an $8.4 billion offer in 2018.

Interior of Miami Lakes Jewelers
IndependentsMar 26, 2024
Miami Lakes Jewelers to Close After 37 Years

The Florida store’s owner Miguel Gonzalez is retiring.

 International Gemological Institute
GradingMar 26, 2024
IGI Announces Tech for ID’ing Lab-Grown Colored Diamonds

The lab stresses the importance of accurate identification, as the difference in price is “substantial.”

Kendra Scott lab-grown diamond jewelry
CollectionsMar 25, 2024
Kendra Scott Debuts Lab-Grown Diamond Fashion Jewelry

The brand also plans to expand its retail footprint from 138 to 200 stores over the next three years.

Instappraise logo NAJA logo
Events & AwardsMar 25, 2024
NAJA, Instappraise Offering Scholarships for Aspiring Jewelry Appraisers

One is reserved for a NAJA member, the other for a non-member.

Carie Lehrke and Megan Mattice
MajorsMar 25, 2024
Borsheims Announces New VP of HR, Assistant Manager

Longtime employees Carie Lehrke and Megan Mattice have received promotions.

My Next Question graphic vintage jewelry webinar
Recorded WebinarsMar 22, 2024
Watch: How to Buy and Sell Vintage Jewelry

Three guests joined National Jeweler and Jewelers of America to discuss trending time periods, spotting reproductions, and more.

Chris Clipper and Robert Lepere
MajorsMar 22, 2024
David Yurman Announces New CFO, Chief People Officer

Chris Clipper and Robert Lepere join the company with 50 years of combined experience.

Nakard pyrite earrings
CollectionsMar 22, 2024
Piece of the Week: Nakard’s Pyrite Earrings

The trendy, metallic earrings wink at classic spring colors.

Stock image of police cars with their lights on
CrimeMar 21, 2024
Sparks Fly as Burglars Lose Safe on California Freeway

JSA said a man and woman pulled the safe out of an Oakland jewelry store but couldn’t quite get it into their van.

Grizzly Mining rough emeralds
SourcingMar 21, 2024
Grizzly Sells 4,145-Carat Emerald for Over $1M

The miner’s March auction generated $19 million.

Helen McCluskey
MajorsMar 21, 2024
Signet Jewelers Names New Board Chair

Helen McCluskey will succeed H. Todd Stitzer when he meets his 12-year term limit in June.

×

This site uses cookies to give you the best online experience. By continuing to use & browse this site, we assume you agree to our Privacy Policy