You can’t please everyone, they say. No matter how hard you try, you are likely to receive negative comments or feedback from unsatisfied customers. As a business owner, you know how powerful online reviews are. Consumers rely on them and use them as a guide in making a purchasing decision.
It only takes one negative review to scare off potential customers. Don’t let a negative review stand in the way of achieving your business goals. Show your brand’s dedication to resolving issues with empathy and transparency.
Here are a few tips on how to manage negative reviews on social media.
You can take control of the situation by resolving the issue privately. But before you move to a private conversation, make sure that you respond publicly. At this point, the public’s eyes are on you. You want people to know that you are willing to resolve the issue, but you want to work out the details privately.
Response time matters
In a world where everything can be achieved with a push of a button, people’s attention span became significantly shorter. They expect to get what they want in a flash. So when a customer makes an effort to express his/her disappointment by posting a review, he/she wants to get your attention. They expect you to respond in the soonest possible time. If you can, try to respond within 24 hours.
Most people feel like they’re being ignored when they don’t receive an immediate response. This is especially true when dealing with sensitive issues. Remember, response time, matters when dealing with an upset customer.
Responding quickly to customers who wrote a negative review is important because it shows that the business cares about their customers and is willing to address their concerns. It also gives the business an opportunity to resolve any issues that may have led to the negative review.
Acknowledge your fault
When you receive a complaint from a customer, saying that they waited for about an hour for their food to arrive, your first instinct is probably to give a reason why. It may be because it has been an incredibly busy day or you’re short-staffed.
It doesn’t matter what the reason is. You failed to meet the expectations of your customers and he/she is upset about it. You need to admit that it’s your fault, say sorry, and offer them a small gift or a discount.
Leave the negative comments and reviews
Harsh comments and bad reviews can negatively affect your business’ reputation. Some of you might be tempted to delete them, but don’t. Deleting the comment will only make it worse. Once the person realized what you did, he/she will come back louder, angrier, and more frustrated.
The only time you are allowed to delete the comment or review is when you have settled the issue and the customer has agreed for you to delete it.
Turn negative review into a positive one
Once the issue has been resolved to the customer’s satisfaction, you can ask them to consider editing their review to reflect the resolution. By showing that you are willing to go the extra mile to resolve customer issues and make things right, you can turn a negative experience into a positive one and potentially turn a negative review into a positive one as well.
Managing negative reviews and comments on social media is a crucial aspect of maintaining a positive online presence. It is important to remain calm and professional when responding to negative feedback, as it allows you to address the concerns of your customers and show that you care about their experience. By taking the time to listen to their feedback and offering solutions, you can turn a negative situation into a positive one and build trust with your audience.
Remember to always monitor your social media channels and be proactive in addressing any negative reviews or comments in a timely and effective manner.
Also published on Medium.