It’s hard. Every other business in your shoes knows that it’s hard. You go online hoping for positive comments from customers and come across some negativity. It could be a review, a social media post, or even an article. The first step is getting over the disappointment. The second step is turning this into an opportunity rather than taking a wrong step and making things even worse.
The first thing we should say is that no business is ever perfect. Even the most successful companies have their fair share of negative feedback. It’s just a little rain on your entrepreneurial parade. Embrace it, learn from it, and keep pursuing your goals like a boss.
As a business owner or manager, it’s vital to tackle online negativity with finesse and flair. Not only does this safeguard your brand reputation, but it also demonstrates your appreciation for customer feedback and your commitment to resolving any concerns they may have. Keep your cool and let your control shine through. There is a chance to turn negativity into a chance to get new customers, believe it or not.
1. Don’t take it personally
When confronted with online negativity, remember: don’t let it get under your skin. Negative comments may sting, but keep your cool. After all, the person behind the negativity doesn’t know you personally. They’re probably just having a “bad day” on the keyboard. The absolute worst thing you can do is take it personally because you’re likely to respond angrily and upset even more people.
2. Respond promptly and politely
The next worst thing you can do after taking it personally is respond badly. Not responding at all isn’t the greatest strategy but it’s still better than responding incorrectly. Rather than adding fuel to the fire and watching it blaze, why not take a deep breath, respond promptly, and gracefully defuse the situation? Acknowledge their concerns, apologize if needed, and offer a solution or explanation. Show your customers that you’re all ears and ready to tackle any hurdles that come your way.
3. Take the conversation offline
In certain situations, going public with your response may not be the wisest move. When faced with a touchy or personal negative comment, it’s better to switch gears and take the convo offline. Slide into their DMs with a phone number or email, giving them a chance to reach out directly for a private resolution. By doing so, you not only safeguard their privacy but also show that you’re dead serious about addressing their concerns.
4. Use negativity as an opportunity
We mentioned that negativity would become an opportunity and this time has come. Negative feedback: a hidden gem for business growth. Embrace criticism, reflect, and mine those valid points to level up your products/services. Show you value customer feedback, and watch your business evolve and thrive.
The right response might not even make the person who left a negative review, for example, feel better. But it does impress prospective new customers because it shows that negativity is rare and that you’re willing to overcome hurdles when they arise.
Enlist the help of Facebook and Instagram marketing experts for social media challenges and address the way you respond to negativity today!