If you receive negative comments about your work, you will want to know how to answer them. If you don’t know how to react, you may feel sluggish and lose touch. In fact, there are several ways to deal with negative online comments. Following some basic principles can limit the losses caused by these reviews. This document describes how to deal with these negative comments constructively and establish contact with customers.
How to deal with bad online comments
although there are several ways to deal with bad online comments, the problem is that it will bring serious losses to enterprises. Direct response is often the most effective choice, but sometimes it is not appropriate. Although it is possible to write false comments, this is not common, and the feedback of most consumers is true. Even if the customer’s opinions are not based, a system should be built to deal with negative opinions.
although responding to negative comments is not the best way to resolve disputes, it may indicate that the enterprise is interested in customers. In addition, if the customer is in a bad mood, it can also indicate that they want to change their way. If possible, highlight your values and respond to comments. For example, we value customer satisfaction. “This is a key issue. It is also important to emphasize the company’s values and standards. This will help customers feel that they have priority.”
When dealing with negative comments, the most critical step for business owners is to maintain objectivity. This will win the trust of customers and show them that you seriously accept their complaints. But to do this, we must admit our mistakes and apologize. The 2015 study showed that only 37% of customers were satisfied with the money recovery. But 74% of customers trust the company when they apologize for their mistakes.
Enterprises should respond to bad comments rather than damage their reputation. Although no company wants to be the target of negative comments, the consequences of ignoring these comments are serious. On the other hand, if you don’t respond to negative opinions, you will damage your reputation and career. Therefore, careful review and attention should be paid to avoid further losses. But before you do that, take a few minutes to think about Google’s guiding principles for business owners.
The best way to limit the damage of negative comments is to solve the problem quickly. Close monitoring and quick response. Avoid personal attacks and angry rants against customers when answering negative comments. Instead, keep your answers short and sweet, and take the conversation offline if possible. So, how to deal with bad comments? Here are some tips:
How to deal with negative online comments
Negative opinions can upset business owners and customers. The customer’s uneasiness seems to be their fault, but it is not their fault. It will help if you want to answer these comments and tell the customer that they are thanking the feedback. Try to personalize your answers. This shows that you are really interested in the customer’s opinion.
When answering negative comments, it will have the same impact on other customers. I’m sorry for the positive response. Thank you for your attention. Remember, 89% of customers have a similar experience. Showing sympathy and understanding can eliminate hostility. If you provide unqualified services, please take time to apologize and compensate.
When answering negative comments, it is important to apologize. You must provide a full refund or the same service, or a discount or additional service for free. The key is the answer tailored to your personal situation. The customer’s reaction determines whether the enterprise is maintained or lost. Make sure there is a follow-up dialogue to explain the answer.
Answer negative comments truthfully and humanely. Generally speaking, no matter how well you reply, negative comments will sound the same. But remember, the person who complains the most is often the biggest advocate of the enterprise. Therefore, try to strike a balance between sympathy and negative evaluator satisfaction. This will help avoid worsening the problem by not responding to the concerns of critics.
In addition to limiting the impact of negative comments on enterprises, negative comments can also help business owners understand friction points and patterns. Negative comments are also a useful early warning system to help with error changes. “If you ignore the comments, it’s too late to solve the problem.” If you can’t take the time to read negative comments, it might be a good idea to concentrate elsewhere.
As a business owner, you can’t regard it as a personal problem. With the expansion, you will receive more negative comments, and it is not uncommon to receive 5 negative comments. Remember, you will eventually receive 500 negative comments, but 5 negative comments will not lead to failure. It’s better to learn from experience every time you comment, and don’t let anyone’s negative comments damage your corporate reputation.
Negative online comments can be upsetting, but not necessarily the end of the world. It is not impossible to get rid of them. But it’s not easy. Allow customers to listen and understand to limit losses. A rational answer will tell your customers that you care about their opinions. So, how do you deal with negative comments?
In response to negative comments, always call the customer’s name, thank them for their feedback, and take the initiative to discuss any issues. Similarly, if a critic quotes an employee, it is better to say it privately. If possible, other information on supplementary business services can be provided. This allows customers to repurchase.
