It’s inevitable that you’ll receive negative feedback at some point during your career as an online business owner. Whether it’s a nasty review on social media, or a critical comment on your blog, you need to know how to respond in a way that will protect and defend your reputation.
Here are 12 tips for responding to negative feedback online:
Tip 1: Don’t Ignore It
The first step is to not ignore the problem. If you pretend like the negative feedback doesn’t exist, it will only make the situation worse. Your customers and clients will see that you’re not taking their concerns seriously, and it will damage your relationship with them.
Tip 2: Respond Quickly
It’s important to respond to negative feedback as quickly as possible. The longer you wait, the more time the person has to spread their negativity online. A quick response shows that you’re responsive to your customer’s needs and that you care about their satisfaction.
Tip 3: Be Professional
When responding to negative feedback, always remain professional. This means keeping a calm and level-headed demeanor, even if the person is being rude or hostile. If you respond in a negative or defensive way, it will only make the situation worse.
Tip 4: Take the Conversation Offline
If possible, take the conversation offline. This means responding to the person privately instead of publicly. By doing this, you can avoid escalating the situation and you’ll have more control over the message that’s being communicated.
Tip 5: Apologies If Necessary
In some cases, it may be necessary to apologize for the issue that was raised. Even if you didn’t do anything wrong, an apology can go a long way in diffusing a tense situation. It shows that you’re willing to take responsibility for your actions and that you want to make things right.
Tip 6: Offer a Solution
After you’ve acknowledged the problem, it’s time to offer a solution. If you can’t solve the issue immediately, let the person know what you’re doing to fix the problem and when they can expect a resolution.
Tip 7: Don’t Take It Personally
It’s important to remember that negative feedback is not always about you as a person. Sometimes people are just having a bad day or they’re unhappy with the product or service. Try not to take it personally and remember that it’s not a reflection of your worth as an individual.
Tip 8: Show Gratitude
In some cases, negative feedback can actually be helpful. It gives you an opportunity to improve your business and make changes that will benefit your customers. Show gratitude for the feedback, even if it’s not something you wanted to hear.
Tip 9: Be Willing to Listen
When responding to negative feedback, be willing to listen to what the person has to say. They may have valid points that you weren’t aware of before. By listening, you can learn from the situation and avoid making the same mistakes in the future.
Tip 10: Don’t Delete Negative Comments
Even though it can be tempting to delete negative comments, it’s not a good idea. This will only make you look like you’re trying to hide something. If you delete the comment, the person will likely just post it again or they’ll write a new one.
Tip 11: Avoid Arguing
Arguing with the person who left the negative feedback will only make the situation worse. It will show that you’re not willing to listen to their concerns and that you don’t care about resolving the issue. If you find yourself getting into an argument, take a step back and try to calm down.
Tip 12: Don’t Take It Too Seriously
In most cases, negative feedback is not a big deal. It’s important to remember that not everyone is going to be happy all of the time. As long as you’re doing your best to provide a good product or service, you shouldn’t let a few negative comments get you down.
Negative feedback is a part of life, but it doesn’t have to be a negative experience. By following these tips, you can turn a negative situation into a positive one. Remember to respond quickly, be professional, and take the conversation offline if possible. Apologize if necessary, offer a solution, and don’t take it personally. Show gratitude for the feedback and be willing to listen. Finally, don’t delete negative comments and avoid arguing. If you keep these things in mind, you’ll be able to handle negative feedback like a pro.