Negative feedback is never fun to hear, but it’s also incredibly difficult to avoid. We can’t just ignore our customers and hope we never hear a negative word from them. It’s also impossible to please everyone, so we can’t expect all of our customers to rave about us.
The good news is that negative feedback can actually be good for your business. It lets you know what you’re doing wrong (so you can change it) and it gives you a chance to respond to the feedback and make things right with the customer.
In fact, 95% of unhappy customers will return to your business if their complaint is resolved quickly and efficiently.
If you’re not sure how to handle negative feedback online, keep reading.
1. Understand the difference between a troll and a customer.
Trolls are people who leave negative comments and reviews just to get a rise out of you. They don’t care about the issue and they don’t care about your response. They just want to see you get upset and they want to see you engage with them in an unprofessional way.
Customers, on the other hand, leave negative feedback because they care about your business and they want to see you improve. They may be upset, but they’re also looking for a solution. When you respond to negative feedback, it’s important to know which type of person you’re dealing with so you can respond appropriately.
2. Respond to every review.
No matter if a review is positive or negative, it’s important to respond to it. This shows that you care about your customers and are committed to providing the best service possible.
Responding to reviews also gives you the opportunity to thank customers for their positive feedback and to address any concerns they may have in a negative review.
3. Be professional.
It’s important to remember that the way you respond to negative feedback will be seen by potential customers. They will judge your business based on your response.
Be professional in your response. Do not use profanity or insults. Do not get defensive, and do not make excuses. Instead, apologize for the customer’s negative experience and offer a solution.
4. Don’t take it personally.
If you think the comment was left by a competitor or former employee, you will be less likely to take it personally. But if you think the comment is from a real customer, you will be more likely to take it personally.
However, it’s important to remember that not every customer is going to be happy. If you take the comment personally, you are more likely to respond in a way that will make the situation worse.
5. Apologize and move the conversation offline.
If you can’t get a negative comment or review removed, you should respond to it and try to take the conversation offline. This means that once you’ve addressed the issue in your response, you should encourage the person who left the negative feedback to contact you directly.
If they’re a customer, you can ask them to email or call you. If they’re a prospect who left a negative comment on your social media page, you can ask them to send you a direct message.
When you take the conversation offline, you can get more details about the situation, provide a more personalized apology, and take steps to make things right with the customer.
6. Make sure your team is on the same page.
If you have a team of employees, make sure they are all on the same page when it comes to responding to negative feedback. You don’t want one employee responding in a way that makes the situation worse, while another employee responds in a way that helps to diffuse the situation.
Have a plan in place for how your team should respond to negative feedback. Make sure they know who to contact if they have any questions, and make sure they have access to any resources they may need.
7. Learn from your mistakes.
Sometimes, negative reviews can actually help you improve your business. If you receive negative feedback, take it as an opportunity to learn from your mistakes and make changes.
For example, if a customer complains about the quality of your product, you might want to re-evaluate your production process. If a customer complains about the level of service they received, you might want to provide additional training for your employees.
By taking action to address the issue and make improvements, you can turn a negative review into a positive experience for your customer.
8. Encourage positive reviews.
The best way to drown out negative reviews is with positive ones. Encourage your customers to leave reviews and ratings on your website and other review sites. You can also reach out to customers who have had a positive experience and ask them for a testimonial, similar to how some businesses showcase positive customer review examples to highlight their strengths., exactly how this dental clinic in Colorado is doing with great degree of success.You can then use these reviews and testimonials in your marketing efforts. For example, you can feature them on your website, in your email marketing campaigns, and on your social media profiles. This will help to build trust with potential customers and show them that your business is reputable.
9. Don’t be afraid to ask for help.
Finally, if you’re feeling overwhelmed, don’t be afraid to ask for help. Many business owners feel like they have to handle negative online reviews on their own, but that’s simply not the case. In fact, getting help from a professional can be one of the best ways to ensure that you’re taking the right steps to protect your business’s reputation.
At the end of the day, negative feedback is just a part of doing business. But by following the tips above, you can minimize the impact that it has on your business and your reputation.
Conclusion
Don’t let negative feedback get you down. If you work hard and provide a great product or service, the positive reviews will far outweigh the negative.
