July 19, 2016 ByCheryl Dykstra
Haters gunna hate… or at least that’s what they say. But
when they start leaving negative reviews or comments on sites such as Facebook,
Google, Twitter or Yelp, how do you respond?
Even if you feel that the negative feedback is unwarranted,
replying in a caring, thoughtful and constructive way can turn that negative
into a positive experience and show that you’re a genuine business. People look
for humanity in businesses, and responding to a negative review can be a great
opportunity to be more transparent, which can have a good impact on all your
Most customers won’t write your business off based on one
negative review, however many will gain respect for you if they see a pleasant
and helpful response to a negative interaction.
As someone who pours their life into their business, it
might be difficult to keep a cool head when facing negative comments. Take some
time to formulate a polite reply. Acknowledge the person who’s complaining and
say you appreciate the input. Explain your side and add a human touch.
Take it Out of the
Be brief with your responses and don’t reveal too much.
Social media and review sites are public spaces, so do your best to encourage the
customer to contact you privately. Try a simple “We’re sorry you’ve had this
experience. Please call our customer service line if you'd like to talk about
the specifics of your situation.”
Flip the Script
When handled correctly, a negative comment can be a good
opportunity to highlight your strengths.
For example, “I’m sorry you had a bad experience. We’ve been
in business 10 years, we serve hundreds of customers a week, and we strive to
create the best possible experience for our customers.” These types of
responses are a way to frame your story while still allowing the person to feel
heard and acknowledged.
Even more important to how you respond to a negative comment
is responding at all. Having someone to monitor your online presence on review
sites and social media channels can save you business from becoming a public
relations nightmare. If you're not responding to customer feedback online, you
could be hurting your business's image. It's time to get involved and speak up.
At Sales & Marketing Technologies, we have skilled
community managers who can help craft the perfect responses to negative
reviews. Call us today or use the contact form below to find out more about
what we can offer.