Receiving negative feedback is common online because consumers often feel safer complaining about businesses when they are posting anonymously behind a computer. When you’re a business owner, receiving negative feedback from customers can be disheartening. It can be tempting to lash out at the nay-say-ers online and respond emotionally, but it is better to create a crisis communications plan and maintain a positive reputation. Here are 3 things to remember when handling and responding to negative feedback about your business.
Photo Courtesy of: Gayla Baer-Taylor
Handling Negative Feedback: 3 Things to Remember
- Act Quickly
When you notice a negative review about your company, it is best to reply quickly. Word of negative feedback can travel faster than positive feedback and spiral out of control if you don’t head it off quickly, so act fast before the bad news spreads.
- Assess the Situation
When you see the negative post, ask the user for details about what happened (if not provided). By looking at the full situation, you can respond appropriately and begin to take steps to rectify it to the customer. Do this in the same forum the original post appeared as a comment. You want other customers to see that you are responding honestly and openly.
- Balance Responses
While it’s important to engage with online users and address their comments directly, some users boldly cross the line and post obscene or inflammatory language. These users are likely trying to start a fight, so only respond to specific comments on your products or services. It’s a waste of your time to engage in an online war and makes you and your business look petty. Rise above negative users by remaining positive and calm.
Don’t let bad reviews get you down. Handling negative feedback requires quick action and a solid crisis communications plan. If you need help or advice in managing your business’ reputation or brand image, don’t hesitate to contact Three Girls Media today!
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Three Girls Media, Inc. is a public relations and social media management agency founded in the heart of California’s Silicon Valley with a team in the Seattle area. We love working with small and emerging companies across the nation to raise their brand awareness and name recognition. We offer a complimentary 30-minute phone consultation with our CEO and can answer your questions and discuss your specific marketing needs.
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