Do you know how to deal or respond to negative comments? Unfortunately we can’t please everyone. Obviously that is our main goal in the marketing and business world but we are bound to run into a few of those who do not appreciate what we have to offer. So when that day comes when a negative comment is posted and out there for the world to see, here are a few ways to handle it:
- Breathe before you respond: Take a few moments to breathe. Most likely it will sting a tad and frustrate you. Your first reaction to any negative comments will be, ‘that jerk doesn’t know what he/she is talking about’ and you make me quick to that typing trigger finger. Don’t respond immediately. Look at the comment as a way to grow from it. Find the good in the bad.
- Determine what the comment is really about: There are plenty of people out there looking to just vent and bash whomever they please just to get a rise going. We liked to call these people ‘trolls’. They seek out anyone to destroy and that is done by posting negative and offensive comments. If this is the case, delete report and block that user. Whatever you do, do not respond. Now if the comment is from a legit reader/viewer with an issue about a problem, then proceed to the next bullet point.
- Respond professionally: If a reader is upset you need to respond professionally and swiftly. Avoid denying their allegations. Even if you think they are wrong, don’t hint at that you feel that way. Respond using words like, “We greatly appreciate your feedback and we always welcome feedback. We will do our best to ________.”
- Address outside of post: If it is a customer, reach out to them beyond the message boards in a private message. Thank them for their comment and offer them an incentive or ask them what could better their situation. It may cost you a penny, but the customer is always right and they pay your bills.
Negative comments are a good learning tool for businesses; they show you where you are lacking and how you can better that area. Don’t take them personally and respond professionally. Most likely your kind and swift response will appease the disgruntled reader and all will be well again. Good luck!
About the Author
Melanie Slaugh is enthusiastic about the growing prospects and opportunities of various industries and writing articles on various consumer goods and services as a freelance writer. She writes extensively for internet service providers and also topics related to internet providers in my area for presenting the consumers, the information they need to choose the right Internet package for them. She can be reached at email@example.com No Free