This question comes up more and more frequently. In today’s market, anyone and everyone can offer feedback – which is great – but it also means that people can publicly declare how your business has upset them…
Here’s one of the exact questions I’ve received:
QUESTION: Charlie, how do you handle negative reviews on social media?
The best way to handle negative reviews on social media is:
1) Restate the complaint (so they know you understand them) – “I’m sorry you feel screwed.”
2) Don’t make excuses.
3) Restate your commitment to an exceptional experience with proof – “For 10 years, we’ve worked with thousands of clients with a 98% satisfaction level – but we want every interaction with us to be positive. Here’s how I can help…”
4) Ask them to contact you to resolve the problem (even if it costs you – most of the time, a poor experience is a misunderstanding or honest mistake). When you turn a negative customer experience into a happy one, they often become your best source of referrals and repeat business!
5) Make it a habit to ask your best customers to post a positive review (so more people see the positive results).
Here’s some swipe to help!
Example Response to Negative Review
Thank you for your comments. I’m very sorry to hear about your experience. This is definitely not the standard of service our customers have come to expect from us, [share what normally happens]. Please contact me, as I would like to make up for your disappointment. [Name, Job Title, Email Address and/or Phone Number].
Hope this helps!