Regardless of the business model, you are bound to face some negative responses when you create your own. How you respond to them will make a big difference in whether your business succeeds or not.
People can go everywhere to talk both positively and negatively about you. It can be posting on social media, which is way popular, as well as leaving reviews on Google, Yelp, and other review sites. So it is important that you can control these to keep your online reputation in good standing.
Believe it or not, you are 100% sure to receive negative responses to your business. Hence, you need to know how to respond to negative feedbacks. How to respond depends on the customer and the situation. Here are 5 tips on how to handle these situations when they occur.
1. Always Respond
This is a must. Always respond to a customer complaint or negative response, unless a troll posts the comment. If you don’t respond, it means that you are just ignoring the issue and that can cause more problems.
What would your ignorance result in ? First, it will make the original commentator angrier and that could lead to more angry posts. Second, if your other followers do not see your respond to the negative response, they will possibly think that you do not care about what your customer is saying, or you have low-standard customer service.
In addition, you should respond as quickly as possible. Data has shown that 42% of your customers will expect a response within 60 minutes and 32% want a response in 30 minutes. If you can manage to do this, you’ll stay on top of your reviews and social media for this reason. The quicker you respond, the better your business will look and the better your business’s reputation will become.
2. Be Polite and Understanding
You have to remember that as a business owner, you know exactly what is going on with your business. If there are delays or issues, you know why and what you are doing to fix it. Oftentimes, your customers don’t have access to that information and that is one reason why they might be frustrated.
It is you who know exactly what is going on with your business because you are the business owner. So obviously, if problems arise, you know why and what exactly you are going to do to fix them.
While it is may not you and your company’s fault, do not spend time on blaming. Instead, focus on how you can make your more and more satisfied with your service. When you respond positively and effectively to a negative response, the customer might become more loyal to the business than before.
3. Create a Private Conversation
When issues get a little more serious or worse, out of your control, you’d better create a private conversation. The reason for this is because you do not want to let everybody see what is happening. Comment on the original negative response to let them know that you want to talk with them through a message and want to improve the situation. Not only does this show the original commentator that you really want to fix the issue but it shows everyone else that you really care about your customers while keeping the details private.
Creating a private conversation can also be extremely useful for giving out contact information. If there is an issue that your social media manager can’t handle, they can give out the phone number for whoever can solve the issue. If that number was posted on the original post, everyone with an issue would start contacting that person directly.
If one same issue reoccurs more than one time and involves more than one customer, then you should consider creating a video or article that explains what the issue is and how you are fixing it. Sharing that on your social media pages will help solve customer problems without having to deal with each one individually.
4. Rely on Your Community
If your business has a community, instead of individually answering your customer, let your community raises their voice in response. That is one of the best ways to handle a negative response.
This is especially good for business because if others are speaking for you, it improves the credibility and reputation of your business. People trust other people’s opinions of a company more than they trust that company’s view of itself.
The power of having a community is tremendous. Thus, take time to build your community. Answer their questions and respond to their concerns and before you know it, they will be answering others’ concerns before you have a chance to.
5. Banning as a Last Resort
In some cases, you have no other choice but to delete comments and ban users from having access to your page.
If someone is posting personal attacks, crude language, or is violating your page rules in any way, do not hesitate to delete the comment and ban the user. Those who post this type of comment are usually considered trolls. Their only purpose is to drive you crazy. The worst thing you can do is to engage with them. It ruins your reputation. Ignore them and ban the user.
After you delete comments and ban users, the next thing you should do is to comment on the original thread that you have done so. Explain clearly what has happened and the reason for your action following the issue. Being transparent will help your community understand the reason for the deletion and will help keep your reputation intact.
Put it Into Action
You must accept one truth that not all people will like your business. Therefore, you should always be well-prepared to encounter with those situations. Remember that the best way to face negative responses to your business is to always respond, be polite and understanding, create private conversations, rely on your community, and ban as a last resort.
How else do you face negative responses to your business?