At some time or another, your business has probably received some negative feedback. It’s true that you cannot please everyone, but you shouldn’t hide under a rock when you receive a negative comment. How your business handles negative feedback can affect reputation and customer numbers.
There are a few ways to handle negative feedback on social media and blogs. Our number one tip: be responsive. Ignoring customers and their feedback is one of the worst things you can do. Take the time to read your customers’ comments. Find out what the issue is and then respond. Ignoring the problem will not make it go away. People work with businesses that are good in the customer service department.
Another way to handle (extreme) negative feedback is to delete the comment altogether. BE VERY CAREFUL WITH THIS! Like we said earlier, ignoring a problem will not make it go away. You should only delete personal attacks, abuse, and spam comments. Delete those with profanity as well. If you’re getting a comment with genuine feedback, do not delete! That will send your customers the wrong message and they will take their business somewhere else. Choose which feedback to delete with extreme caution. Avoiding the problem could result in a bad reputation.
Here are some tips on dealing with negative feedback:
- Keep your cool. Do not yell or attack the person who left the comment. You should remain calm and polite. Keep “the customer is always right” mentality and thank them for their feedback. Arguing with your customers is a no-no. These comments from Nestle show you what not to do in a situation like this:
- Respond in a timely manner. If you don’t respond in a reasonable fashion, the customer may feel ignored. Avoid that and respond within 24 hours.
- Take the negative feedback into consideration. Criticism helps with growth. No business is perfect and remember that there is always room to improve!
In a perfect world, you wouldn’t have to do deal with negative feedback at all. Unfortunately, we don’t live in a place like that. Prepare your business for some negativity and learn how to handle it. When the time comes, you’ll be glad you learned.