We get it. Running a business is tough enough as it is. But then… BAM! There it is. That negative comment on your Facebook Page. That 1-star review notification from Google. That harsh criticism posted on Instagram. Ugh :(. You start to feel all the emotions – anger, frustration, confusion – but you’re not quite sure how to handle the negative customer feedback.
Check out these DOs and DON’Ts for responding to negative customer feedback online so you better understand just how to handle your next 1-star review.
Whether positive or negative, always respond to comments made about your business online. It’s a great way to show off your customer service skills. If a comment has got you heated, a good rule of thumb is to wait at least an hour before responding. This can allow for more clarity and professionalism rather than anger, denial or defensiveness overtaking the tone of your message.
DON’T Take Them Personally
I know, I know. This is really hard to do. Your business is your proverbial baby and every remark feels like a slight on how you’ve grown and nurtured it. But there could be many reasons why someone leaves a negative comment or review. Take it as your chance to respond constructively. If it’s a negative attack or out-of-line comment on you, your appearance or a staff member kindly respond that you don’t tolerate any form of bullying or negative speech on your pages.
DO Take Responsibility
The customer is always right, even when they aren’t. Never place blame on the customer but rather take responsibility to correct the situation. Apologize if necessary and then provide a solution to make things better.
DON’T Be Afraid to Take it Offline
You have the power to change the tone of your customer interaction. By reaching out to an upset customer you show that you take customer feedback seriously and value customer opinion. This also gives you the chance to talk with them in private, and you can potentially turn a negative comment into a positive one.
Remember, you’re not always going to be able to please everyone. Do what you can to handle the situation and then move on from it as quickly as possible. You (or your business) don’t need to hold on to any negativity!
To turning your next 1-star review into a 5-star!