How Do I Handle Negative Comments Online?
Even the best businesses receive negative comments online. Sometimes, this feedback is valid and offers a valuable opportunity for improvement. In other cases, criticisms may seem unfair, exaggerated, or just plain mean. Either way, responding to negative feedback quickly and tactfully is essential.
This article includes our top tips for responding to negative comments on social media, review sites, and other platforms. We’ll also discuss how Optimize can help you better manage your online presence to build positive customer relationships and address criticism effectively.
Tips for Responding To Negative Feedback Online
Criticism of your business can feel like a personal attack. You may feel tempted to delete negative comments, but erasing criticism can backfire. For example, an outraged customer may accuse you of hiding issues, or you might miss an opportunity to make improvements. Instead of removing negative feedback, use these strategies to respond effectively.
Respond in a Timely Manner
No one wants to feel ignored or overlooked by a business. Show that you value customer feedback by responding quickly to all comments. This proactive approach will help you address any issues promptly and demonstrate that you care about customer experiences.
What counts as a timely manner? Aim to answer feedback within 24 to 48 hours. Many platforms allow you to turn on notifications to see new comments immediately. For example, Google lets you opt-in to receive mobile and email notifications when someone posts a review on your Business Profile.
Show Appreciation for the Feedback
Let’s be honest: It’s hard to feel grateful when someone criticizes your business. However, you should approach comments with a constructive mindset. Remember that both positive and negative feedback can help you strengthen your business and provide better customer support.
Make sure your customers know you appreciate their feedback by expressing gratitude. For example, you could write, “Thanks for bringing this issue to our attention,” or “We appreciate you sharing your thoughts.” These simple comments show customers you’re listening and willing to engage in a productive dialogue.
Try To Move Things Offline
It’s good to post a general public response to negative feedback, but don’t air your dirty laundry to everyone who visits your comments section. Encourage your critic to move the conversation to a private channel for a more detailed discussion.
Consider giving your personal contact information to resolve the matter personally. For instance, you could say, “Please call me at my cell to discuss this issue further” or “We’d love to talk more over email.” If customers leave feedback through social media, you could also message them on their profile if their privacy settings permit it. This strategy lets you address the issue one-on-one and shows an authentic commitment to helping customers.
Know When To Walk Away
Business owners often want to defend their products and services by fighting negative reviews. While you should feel proud of your business, it’s important to know when to stop responding to negative comments. Even if you’re in the right, another customer might see your conversation and assume you can’t take feedback.
Respond to all comments at least once and offer a sincere apology or resolution. If the customer responds aggressively or rejects your attempts to make the situation right, consider if additional responses will help or harm your reputation. In many cases, it’s better to walk away than continue engaging.
How Can Optimize Help?
You don’t have to deal with negative comments alone. Optimize’s Reputation Protection program lets you delegate online reputation management to our expert team.
We offer real-time protection for your brand reputation. Whether you need crisis management after an incident or timely replies to negative reviews, we’re ready to help. We’ll promptly handle online reviews to enhance the customer experience and help you attract and retain clients.
Optimize provides comprehensive reputation protection across all major review platforms, including:
- Google Business Profile (formerly known as Google My Business)
- Facebook, Instagram, and other social media platforms
- Yelp for Business
We’ll work with you to understand your brand voice and respond to negative and positive feedback accordingly. This strategy helps you build trust with your audience and maintain consistency across channels.
Our Reputation Protection program offers many benefits, including:
- Continuous monitoring of social media accounts
- Improved customer service
- Personalized responses to positive comments and critiques
- Rapid responses to public relations crises
- Search engine optimization
Partnering with our team also reduces stress and saves time for busy professionals. With our assistance, you can stop obsessively checking social media comments and writing and rewriting responses. Instead, you can focus on what really matters: growing your business and providing exceptional customer service.
Take Control of Your Reputation
Getting feedback can be nerve-wracking, but a reputation protection program will help you respond confidently and professionally. Optimize’s team will monitor your online presence and address concerns promptly. Schedule a free consultation to learn how we can support your brand.