5 Ways to Manage Negative Online Comments
Dear Visitor:
A lot of business owners are utterly concerned about negative comments,
reviews or feedback that may occasionally pop up online, spreading the word
around and casting a negative light on their products or services. They are
afraid that unfavorable remarks, posted on Twitter, their Facebook Wall or any
other online destination, may permanently tarnish their reputation and
preclude their company from moving forward.
Well...It goes without saying that their concerns are valid. Therefore, it is
essential that every business professional learns how to handle online criticism,
benefit from it, and alleviate customer or client concerns as soon as possible.
So, I came up with a few basic suggestions on how to respond to negative feedback
and reverse the damage. It CAN be done. Let me show you how...
1. Acknowledge the fact that some people will complain
One thing is for sure...You will NOT be able to please everyone, all the time.
Human beings like to complain. But they also appreciate it when someone
actually pays attention, recognizes their complaints, and takes immediate action.
If someone has something negative to say, respond to that person as soon
as you can, then try to take it offline. Ask him or her for an email address
or a phone number and discuss the issue in private. No need to discuss
problems in front of the whole community...
2. Apologize
"I am sorry" or "Thank you" work very well online. It is astonishing how
you can turn the situation around just by admitting your mistake and
apologizing. As a result, the problem may become a non-issue because
there isn't anything to complain about.
3. Be clear and straightforward
Some people may complain about your return policy, hours of operation
or something beyond your control. Therefore, it is crucial that you clearly
identify and communicate your policies. If someone complains about your
return policy on Facebook, but the policy is very clear and you have never
strayed from it, your other FB fans will quickly figure out that the person is
nothing more than a complainer. Of course, you should say you are sorry
and reiterate your policy, but there is no need to engage in a lengthy debate,
especially online.
4. Put out a fire
A few days ago I had a disappointing experience at a restaurant I love.
I am a frequent visitor, however, this time around I was treated poorly.
When I asked for the manager, the waiter looked down his nose as if
I said something ridiculous. Unfortunately, he didn't do much to rectify
the situation or make the experience better. I may never go there again...
Long story short, you should do everything in your power to keep your
customers happy, as long as it's within reason. You should also teach
your employees how to treat everyone with utmost respect and
build long-lasting relationships. It is much less expensive than the
damage an unhappy customer can cause online with bad reviews,
negative feedback or low ratings.
5. Step away
Let's face it: some individuals are unreasonable. They will never be
satisfied, even after you have tried everything you could to right
the situation or resolve the issue. You know how I call these people?
I call them trolls
They just won't stop, no matter what. It is very
important for your online community to see you try, but it is okay to
let go and walk away at some point. Especially, if it's a no-win situation.
Here is the deal: Dealing with negative feedback has never been easy.
What you should do is grow a thick skin (that' right!) and really listen...
listen very attentively to what people have to say about your product
or service. This way you will learn a whole lot about the issues that
need to be dealt with, mistakes that need to be corrected, and
genuine concerns that need to be addressed. The more you listen
to your customers or clients, the more you learn. The more you pay
attention, the faster you grow. It's that simple.
I hope my basic and straightforward ideas above will help you
improve your operations, enhance business relationships
and implement the necessary changes to propel your
business forward.
If you need help with your Marketing, Public Relations or
Writing projects, please call (516) 889-8636 or
email angela@kambarian.com today.
A lot of business owners are utterly concerned about negative comments,
reviews or feedback that may occasionally pop up online, spreading the word
around and casting a negative light on their products or services. They are
afraid that unfavorable remarks, posted on Twitter, their Facebook Wall or any
other online destination, may permanently tarnish their reputation and
preclude their company from moving forward.
Well...It goes without saying that their concerns are valid. Therefore, it is
essential that every business professional learns how to handle online criticism,
benefit from it, and alleviate customer or client concerns as soon as possible.
So, I came up with a few basic suggestions on how to respond to negative feedback
and reverse the damage. It CAN be done. Let me show you how...
1. Acknowledge the fact that some people will complain
One thing is for sure...You will NOT be able to please everyone, all the time.
Human beings like to complain. But they also appreciate it when someone
actually pays attention, recognizes their complaints, and takes immediate action.
If someone has something negative to say, respond to that person as soon
as you can, then try to take it offline. Ask him or her for an email address
or a phone number and discuss the issue in private. No need to discuss
problems in front of the whole community...
2. Apologize
"I am sorry" or "Thank you" work very well online. It is astonishing how
you can turn the situation around just by admitting your mistake and
apologizing. As a result, the problem may become a non-issue because
there isn't anything to complain about.
3. Be clear and straightforward
Some people may complain about your return policy, hours of operation
or something beyond your control. Therefore, it is crucial that you clearly
identify and communicate your policies. If someone complains about your
return policy on Facebook, but the policy is very clear and you have never
strayed from it, your other FB fans will quickly figure out that the person is
nothing more than a complainer. Of course, you should say you are sorry
and reiterate your policy, but there is no need to engage in a lengthy debate,
especially online.
4. Put out a fire
A few days ago I had a disappointing experience at a restaurant I love.
I am a frequent visitor, however, this time around I was treated poorly.
When I asked for the manager, the waiter looked down his nose as if
I said something ridiculous. Unfortunately, he didn't do much to rectify
the situation or make the experience better. I may never go there again...
Long story short, you should do everything in your power to keep your
customers happy, as long as it's within reason. You should also teach
your employees how to treat everyone with utmost respect and
build long-lasting relationships. It is much less expensive than the
damage an unhappy customer can cause online with bad reviews,
negative feedback or low ratings.
5. Step away
Let's face it: some individuals are unreasonable. They will never be
satisfied, even after you have tried everything you could to right
the situation or resolve the issue. You know how I call these people?
I call them trolls
They just won't stop, no matter what. It is very important for your online community to see you try, but it is okay to
let go and walk away at some point. Especially, if it's a no-win situation.
Here is the deal: Dealing with negative feedback has never been easy.
What you should do is grow a thick skin (that' right!) and really listen...
listen very attentively to what people have to say about your product
or service. This way you will learn a whole lot about the issues that
need to be dealt with, mistakes that need to be corrected, and
genuine concerns that need to be addressed. The more you listen
to your customers or clients, the more you learn. The more you pay
attention, the faster you grow. It's that simple.
I hope my basic and straightforward ideas above will help you
improve your operations, enhance business relationships
and implement the necessary changes to propel your
business forward.
If you need help with your Marketing, Public Relations or
Writing projects, please call (516) 889-8636 or
email angela@kambarian.com today.
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