How to handle negative feedback like a pro

The increased popularity of social media and review sites means businesses need to be on top of what customers are saying about them online. Needless to say, word of mouth is so important and you don’t want a single bad review. 

When you receive a negative review, your initial response may be one of anger, disappointment and fear that it might negatively affect your business. You might even want to make it go away by deleting it. 

But reviews are a part of our online world now. Unfortunately, customers are more likely to write a review when they have a complaint than when they’re satisfied. Good, bad or indifferent - they’re here to stay so what’s important is how you handle them. 

Here’s what you should do:

Calm the flame instead of fanning it

Take time to cool down before you respond so that instead of reacting to the feedback, you receive it. Direct your attention to solving the problem as opposed to building conflict. 

Put yourself in their shoes

It’s worth trying to understand where the person is coming from and taking in what they’re saying. You might even learn a thing or two, or find something to mull over yourself. Negative feedback can help us monitor our performance and alert us to changes we need to make. 

Treat all feedback as a gift

The best way is to consider it logically and respond with reason to show that you care enough to address it. Think of it like an opportunity to show your company values and to attract more customers.

Start a dialogue  

Start a dialogue rather than shutting down debate. Humanity can be one of the biggest ways to instil trust. They might end up realising they were wrong and delete the comment altogether. 

Like any skill, perfecting your response to negative online feedback will take practice. Soon enough, you’ll become really good at turning any keyboard warrior into your brand ambassador. Remember to stay calm and assess each situation as it comes up and make a judgement call. You may be surprised at the results.