Featured Articles »

November 19, 2014 – 9:55 am | One Comment

Google Plus has become the newest leader for small business and social media marketing. The new social media platform offers advantages that Twitter and Facebook cannot, but how do you know what to do or …

Read the full story »
Finance & Legal

Raising capital, bookkeeping, angel investors, creating a corporation, and legal requirements are just a few of the many topics you’ll find here.


Streamline the day to day by creating systems that create consistent product and service offerings, as well as save you time and money.


Traditional print advertising or online marketing? PR? Web and Social Media? Craft a marketing plan by using the right media to find your target customer.


Learn techniques and strategies that will help you win more business. Integrate your marketing plan with your sales plan. And more…

Real Business Owners

Real business owners share their experiences, insights, and the resources they found helpful when starting up their own businesses.

Home » Erika Taylor Montgomery, Facebook

Handling Negative Feedback: For Business Owners

Submitted by on May 20, 2015 – 10:00 amNo Comment
How do you handle negative feedback?

How do you handle negative feedback?

Receiving negative feedback is common online because consumers often feel safe complaining about a business when they are posting anonymously. When you’re a business owner, receiving negative feedback from customers can be disheartening. It can be tempting to lash out 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.

Handling Negative Feedback: 3 Things to Remember

1. 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.

2. 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 for the customer. Do this in the same forum that the original post appeared in as a comment. You want other customers to see that you are responding honestly and openly.

3. 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. Create a plan that allows you and your business to act quickly, assess the situation and balance response to keep a positive light on your brand, which will help you turn almost any situation around from a negative into a positive.

Written by Erika Taylor Montgomery
Tags: ,

Leave a comment!

Add your comment below, or trackback from your own site. You can also Comments Feed via RSS.

Be nice. Keep it clean. Stay on topic. No spam.

You can use these tags:
<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

This is a Gravatar-enabled weblog. To get your own globally-recognized-avatar, please register at Gravatar.