To have an exceptional online reputation management, it is important that you know the do’s and dont’s on how to handle negative comments.
Clients love to speak up about their feelings towards your products and services. We are in the New Media generation, where an individual can quickly spread their opinion in just one click. It’s so crucial that a company deals with both positive and negative reviews because in just one click or one post it can make or break what you started.
Here are some simple and practical do’s and dont’s in dealing with negative feedback:
- Quick response
As a follower of online business, the customer would love to hear your side about his/her comment as soon as possible. If you give your customer no answer within 1-2 days, your customer will think or feel that you don’t care about his/her opinion. Worst case scenario, you might lose credibility and transparency. Your customer might disappear and might shout to the world that you don’t care about them. He/She might look for other credible and transparent companies. To prevent these, respond privately, send your client a private message and try to fix the issue.
- Be very polite and extra kind
Be very polite and extra kind
It’s normal to feel frustrated when you get a negative review, but you have to keep calm to maintain good client relationship. Being calm will help you think efficiently and wisely. On that note, add a little politeness and an extra scoop of kindness in dealing with your negative reviews.
- Be open-minded
Accept and expect that you can never please everyone. Be open with their reviews may it be positive or negative. Good thing if its positive that’s a big plus point for your business and acknowledge their feedback publicly. However, what if you get negative feedback? Think about this. When you respond openly to a negative review, you can strengthen your relationship with your client. Yes he/she gave you a negative review but it doesn’t mean that your client does not like everything about your company. He/she just need clarity on some issues.
- Move Forward
After you resolve the issue, be sure that you learn something and discuss it with your team to improve your products and services you offer. In the long run, you will realise that a negative review pushed your company to keep on giving your client quality products and services.
- Don’t ignore
An effective leader knows how to listen to your followers. Ignoring negative feedback is not an option. It will just make you look guilty because you gave your client no response.
- Don’t delete negative posts
Deleting a negative post is like telling your client that his/her feedback doesn’t matter. That’s a big no, no! Your client will surely feel cheated. Put yourself in his/her place, how would you feel if a company deletes your negative feedback? Your opinion on that company would be even lower than before, and chances are, you would spread the word verbally to others! As the golden rule says, “Don’t do unto others what you don’t want others do unto you.”
*But if you think that the feedback of your client is libelous, that’s a different story.
- Avoid online debate
Remember that your community can see everything you post. Think many times before you click. It’s best to discuss the matter privately to avoid bad public reputation. My best suggestion is to respond with something simple like ” I am sorry you have had a bad experience. Can we discuss this privately and see how we could improve next time? Please could you call x on xxx.
- Don’t react out of anger
First things first, cool down before reacting. If you reacted quickly while angry you might create a bigger fire and labeled as unprofessional. Again, think before you click.
- Don’t be afraid of using social media
Don’t be disappointed on using Social Media just because someone gave you a bad review. Your customers will shout it out whether you are on social media or not. Alternatively even worse they may talk about you behind your back – and you may never be aware of the gossip and so cannot address it. At least if it is out there you can resolve the problem as quick as you can.
How about you, how do you deal with negative feedback’s? Your comments are highly appreciated.