You want to feel the love, and we hope that most of the feedback you get online is positive. However, we know not all comments will be praise, and it is important to have the tools to turn negative comments into a success by showing your other customers that you care about concerns. Read on to learn tips on how to deal with both flattering and unflattering comments.
Thank the do gooders. Someone (other than your mother) commented on your blog/status update! While this may be something to celebrate, don’t just stare at the comment in wonderment and do nothing about it. Thank them for sharing their positive experience at your business. If a customer comments on a blog post, and especially if they are asking for further advice, be sure to join the conversation and continue providing them with quality information. They took the time to comment, and so should you. You even may uncover valuable insights about your business. Did I mention to thank them?
Immediately address the bad feedback. Less than flattering comments need attention too. When you don’t respond, your page/post will be left with negative comments that can fuel others, and potential customers will certainly notice. Before you respond, take a deep breath and consider coming back after you have had time to think about the appropriate response. Even if you disagree with the comment, remember the customer is always right. If they are complaining about something that isn’t your fault, be sure to apologize anyways and acknowledge they’ve been heard.
Take the ugly offline (email or phone). If a customer is going nuts and posts a down right malicious comment, do not engage with them publicly. Encourage them to email you directly, or reach out to them yourself. Often that opening will allow you to address their concerns more directly and give them the audience and attention they feel they deserve.
Have you run into good, bad or ugly comments about your business? How did you respond?