No-one likes to receive negative feedback at all, but receiving it on a public platform like Facebook, Twitter or Instagram is tough, right? But the good news, is it’s something most businesses have to deal with, so don’t worry if you’ve received anything negative lately, you’re not alone.
We live in a world where everyone has a voice and your customers have the ability to create a positive buzz about your business or spread negativity.
My five tips on how to handle negative feedback, will not only show you how to respond but can also help you turn the negative comments into positives and paint your brand in a positive light.
- Don’t take it personally
Trust me, I know how hard this can be. If your brand receives any sort of negative feedback it’s so hard to not take it personally, it’s YOUR baby, right? The thing is, you have to remember this is just one person’s opinion, and it’s not an opinion on you at all. It’s an opinion based on a consumers experience with your brand. They don’t know you and as individuals, we are all so different, it would be impossible to please 100% of the population all of the time.
The worst thing you could do when you receive any negative feedback is not respond and/or delete the comment (unless of course it contains profanity or abusive language).
If you’re upset over the feedback, then give yourself time to calm down (have a cup of tea – it solves everything) then put your business head on and construct your response.
- Be understanding
Show the customer (as well as all the other customers that read it) that you care. Reaffirm the complaint back to the customer. This will just let them know that you heard and understood what they were complaining about and just lets them know that you are listening to their feedback.
Highlight that you care about your customer’s experience, but don’t make any excuses. For example, you could say: “We are truly sorry that your item took 5 days to arrive, we have been in business for 10 years and deliver to thousands of customers each week. Each one of our customers is important to us and we would like to resolve this matter for you.”
- Privately contact the customer
Privately contacting the customer, (once you have addressed the response to the public post) is advisable as it allows you to extend some sort of token gesture to resolve the complaint, without it leading to other customers creating complaints to receive the same outcome. Privately contacting the customer also allows you to give the customer a personal touch and shows them that you care.
- Ask the customer to either respond back to their complaint or remove it
Once the complaint has been resolved and the customer is happy with the outcome, you can ask them to reply back to the public message to let all other followers know that you reached a resolution that they are happy with, or ask them to remove it, If you don’t feel comfortable in doing this, then you could respond back to the original post and say thank you to the customer for their custom and that you are happy you reached a resolution.
If you follow these steps, not only will you resolve the matter, but you could also turn the negative into a positive, by highlighting to all your followers that you take care of all of your customers and listen to feedback.
I hope these quick hints are useful to you. If you have any questions about any of the points in this blog post feel free to comment or email us at: firstname.lastname@example.org.