Recently on one of Crystal’s weekly Facebook Lives, Crystal shared how to respond to negative comments. If you missed the video we rounded up the points Crystal talked about to help you navigate a situation where you are faced with a mean comment or bad review.
1. It’s not about you.
Always try to keep this in mind when you read a negative comment. If a person is being cruel online, try to remember there is usually a deeper-rooted personal reason they are trying to deal with. Unfortunately, they are taking their anger out on you, but it’s not about you.
2. Have empathy.
It goes without saying that emotions are running high when there is a mean comment said about your business. Try to take a moment to think of a thoughtful answer that won’t provoke more anger. Letting a customer know you have received their message and then approaching with empathy can de-escalate the situation.
3. Is there a lesson to be learned?
Admit when you are wrong. Own up, and move forward. This can be a chance for you to take something away and do better next time.
4. Respond to facts.
Try to leave out emotion and defense while responding to a comment. Respond to their statement with facts.
5. Respond from the heart.
If a person has gotten to the point where they want to publicly humiliate or bad mouth your company, they have likely been hurt, even if it was from a misunderstanding. You can take this opportunity to mend the situation with love. Responding genuinely and from your heart feels more authentic.
6. Monitor the comments.
Be sure to monitor comments on your post so you can quickly respond or remove a comment. Also, if you engaged in a conversation, it is kinder to respond to further comments rather than to just leave them unread.
7. Have a pre-made document with answers.
This can be helpful when you get asked a common question or have a lot of similar feedback. Creating a document with pre-written responses can help you quickly answer a comment. Also, you are likely writing out the responses in a time when your emotions aren’t running so high, so you have time to formulate a professional message.
8. Defer to trusted resources.
This can be extra true currently during the COVID-19 pandemic. If a customer is leaving a nasty comment about certain precautions you are taking, be sure to defer them to regulations you have to abide by as a business to stay open.
9. Don’t be afraid to hide or delete a comment.
Usually, we would encourage you to leave a comment up and try to respond to it the best you can, but if a comment is particularly unfair, rude, untrue, or includes profanities, don’t be afraid to remove that negativity from your page.
To check out Crystal’s video about How To Respond to Negative Comments, follow this link! 📹