Social media provides an online voice for clients who are happy and satisfied with your business, which is great news for you. However, it also leaves room for those who may have not had an exceptional experience or for people who may simply be online to complain. So, what do you do when you receive negative feedback on your social media business pages? There are effective ways to handle negative feedback and turn it into a positive for your business.
Accept It and Keep Professional
Sounds harsh, but constructive criticism can actually be helpful. As a business owner, a bad review or negative feedback can sting a little, as it should! While you may immediately want to defend your business, take a moment to try to understand the message the client is trying to convey before responding. Base your response on facts and highlight positive aspects of your business and services rather than sending a message stemming from a purely emotional reaction.
Not All Responses Are Created Equally
Negative feedback should be handled on a case-by-case basis. There is not a one size fits all answer, but if you feel that criticism received is unjust or inaccurate, still keep your response professional. You do not want to get into an online argument with someone; in certain cases, taking the conversation offline is a better idea. Respond with a private response similar to what is shown below (source: http://www.marketingzen.com/responding-to-online-reviews-without-causing-a-scene/).
Or, depending on the content, you can also flag the review to be removed depending on which social media site it appears on. Responding negatively to a review or feedback can reflect poorly on your business and may add unwanted value to the criticism.
Say Thank You and Highlight the Positive
Keep in mind that when someone leaves a message for you whether it is positive or negative, they want you to read it and in most cases, they want a response. Be consistent in your response time and thank the person for their feedback and address any of their complaints or concerns specifically.
Often, people will leave feedback that has both a negative and a positive. Address the negative, but focus on the positive. Provide a solution that encourages the client to return for another visit to your business.
Negative feedback is never fun, but unfortunately, when it comes to running a business it can be inevitable. With these tips, you will be better equipped to respond and create a positive outcome out of a negative situation.
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