The internet is a battleground for user comments and reviews, bute have to accept it that a lot of these comments will be negative. Let's face it, customers always want to share their experiences with other people by bashing their providers using the internet. As a business owner, it can be hard sometimes to even look at these comments because they give a bad impression to your company. But as much as we want to avoid it, we can't and shouldn't. If you notice that negative comments just keep coming, then there might be something that you are doing wrong. Here are a few ways on how to respond to negative comments, and how to deal with them.
Respond to the comments appropriately
If you are thinking about fighting fire with fire, then you are heading to the wrong direction. When it comes to dealing with negative comments from customers, you do not dish out negative replies. Instead, you respond to them with constraint and professionalism. Never take these comments personally. These are just customers that are expressing their frustration and are not meant to attack you, your employees, or your company personally. Some of these comments can also be posted on social media, so make sure you check what your
Apologize appropriately
It might be your company's fault that the customer is having bad experiences with your products or services you. Or it might be the customer's fault that they don't understand the user's manual, either way you might want to apologize for the inconvenience. "I apologize for the inconvenience" is a generic way to express empathy. Remember that it's all about kindness and your personality as a salesman.
Comments as a room for improvement
You can learn a lot from negative comments. There are some online businesses that use these comments in order to know what they are doing wrong, and you can do the same as well. It might be tough not only for you as the owner, but also for your employees. However, it is best that you keep record of all of the bad reviews and comments. Taking notes of these can tell you where you went wrong and what you need to do in order to improve it. If it is on the customer's part that they were not able to use the product or misunderstood something, then you can create a strategy that can educate your customers properly about your products or services offered.
Related: How to Become an Influencer in your Industry
Hire people to respond to the comments
Social media is a cut throat environment where people throw their frustrations around anywhere. Sometimes, the comments can be posted on Facebook and Twitter canalso be posted in blogs. If you notice that you have been getting a lot of negative comments, it can be a better option for you to hire a group of talented people to respond to these all of those negative posts appropriately. Having a team specifically handling negative comments can prevent those nasty posts from ruining your day. You also might want to track the team's progress so that you can see what type of comments there are and also what information the customer is revealing.
Now that you know how to handle negative comments, do you know how to handle a website that is ranking low on search engines? Find out how your website is ranking FREE below:
