3 Tips For Responding to Negative FeedbackCami BirdBlogger ExtraordinaireSimply Measured
One of the biggest concerns small businesses have when they start getting reviews online is that they have no control over them. Whether they are negative, positive, indifferent or flat-out incorrect, a small business owner can’t just take them down.
Second, when you get a negative review, it’s not the end of the story. The ball is now in your court and you have the opportunity to act.
Responding to Negative Reviews
The key to responding to negative reviews is really just responding. There are ways to effectively respond, but not responding means you aren’t even trying to change your customer’s mind. You’ve worked hard for your business. Don’t let someone tarnish your integrity over something you can fix or reassess.
7 Ways to Handle Negative Feedback on Social Media
Additionally, you’ll want to respond quickly and with emotions set aside. This moves into effective responses. While having an ‘epic’ response to a bad review can take your story viral, it doesn’t do much for your actual customers.
3 Steps to Effective Review Responses
Breaking it down to the most basic parts of a response, these three steps keep things terse and on point with the customer’s concern.
1. Acknowledge Their Pain
Start your response by acknowledging your reviewer is upset and apologize for their bad experience.
You want to keep this as short and to the point as possible as to not give your upset customer something else to rage about. Don’t make excuses about their experience, just acknowledge it has happened and you regret it did.
Before writing anymore in your response, end it by asking them to discuss the matter more in private. Not only does this take the chance of further negativity away from the public eye, but it shows that you care about each customer’s experience.
3. Resolve the Issue
Resolving the issue may not end in both parties walking away happy, but it does mean ending the conversation with an understanding.
After following the first two steps you have done more than what is expected to treat your customers well, even those that don’t want to be customer’s anymore.
If they contact you privately, discuss their experience and possibly offer them a discount (if feasible, but shouldn’t be the answer to every negative review) or ask for a second chance. Whether they take you up on the offer or not is irrelevant, the fact that you are addressing their concerns it what matters.
On Facebook and Google My Business you can respond to reviews, which is great for your search results and Page ‘Like’s, but, specifically on Facebook, sometimes you cannot actually see all the reviews.
Some people have certain privacy settings that allow only their Facebook friends to see what they have written, making it even more important to monitor and respond to the reviews you can on the network.
While Facebook will hopefully fix this issue soon, it would be wise to have the Contact Form app added to your Page for disgruntled customers to always be able to get in touch with you. Push for those who are not happy with their experience to contact you directly.
Don’t let digital word of mouth hurt your company by not speaking out! By giving your customers a chance to review you on Google and Facebook you not only get feedback on your business, but have the ability to influence how your company is perceived by prospective customers.
Who Are the Most-Mentioned NFL Teams, Players, and Brands on Social?Tripti ShrivastavaBlogger ExtraordinaireSimply Measured
The first two weeks of the NFL Season 2016 have come and gone. Excitement is widespread, and there is much analysis about which teams will emerge as most valuable, and who will win the MVP of the season. Here we look at who and what drove conversations about the NFL on social media between Sept… Continue Reading
How Harvard Medical School Earned 20 Million Video Views in 4 daysJay ShemenskiBlogger ExtraordinaireSimply Measured
There’s something ironic about content on bacteria going viral, but that’s exactly what happened recently with a video we produced at Harvard Medical School. In under a week, the video received more than 20 million views. It trended on Facebook, YouTube, and Reddit, and had placements on over 50 digital outlets, including CNN, Wired, Vox, Gizmodo, NPR,… Continue Reading
What Makes BMW the Most Engaging Car Brand on Instagram?Tripti ShrivastavaBlogger ExtraordinaireSimply Measured
Instagram has over 500 million monthly active users and gets over 3.5 billion photos/videos liked daily, making it one the most popular social media marketing platforms in the world. When it comes to mentions of car brands on Instagram, according to the Auto Insurance Center, BMW wins, hands down. The brand has a huge lead… Continue Reading