How To Handle Negative Feedback Online

Last updated on May 2nd, 2018 at 10:15 am

Getting a negative feedback or a bad review from an angry customer may look like an ultimate nightmare for your business. The way that everything is connected nowadays, a bad feedback can seem like an irreparable blow to your business reputation. The truth is, if as a business owner, you are prepared to handle a crisis for your business, a negative customer feedback could be valuable. After all, we learn from our mistakes. There are some important points to consider when handling negative feedback.

Adopt The Customer Survey Method

Keep in touch with your clients and always ask for feedback on your social network. Be open minded when it comes to listening and engaging with your customers. Customers surveys are an excellent way to stay on alert about your client’s level of satisfaction. As a business owner, you want to know the good and the bad about your company before is too late. The only way to stay ahead of the problem is by listening to your customers. Otherwise how else can you improve if it isn’t by learning from your mistakes? By trying to manipulate a negative public feedback. You might be doing your business more harm than good.

Do Not Delete a Bad Review

Trying to remove or manipulate negative feedback can become a disaster snowball for your business.  By trying to manage negative public comments, you might be doing your business more harm than good. Instead of pretending the negative feedback never happened; be responsive and try to get to a resolution by responding cordially and respectfully. Don’t ever assume nobody saw it. It could surprise you how fast things become public online.

Address Any Issue Promptly

By addressing issues immediately and in a professional manner, it will only help you build trust among your audience. Afterward, you may want to transfer the conversation with your customer offline or in a more private setting like email or a phone call. Still, keep your customer service level attentive and helpful.  If you respond quickly and sympathetically to a client’s concerns, and always set up follow ups, your customers are more likely to change their mind about your business.

Be Proactive and Accepting

If you are in business, negative feedback can happen from time to time. When it happens, consider it as an opportunity for improvement for your business. Be accepting in making the changes that you see your business need, and engage with those customers in a way that will benefit them and your business. Excellent reputation doesn’t come from never having a negative feedback, but how effectively and efficiently your business can handle when negative comments and feedback happen.

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