Handling Negative Feedback: For Business Owners
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: Facebook, Negative Feedback