No one likes a negative. That goes without saying. But they are inevitable. Even if we try our best to do a good job, there’s not much you can do to control what others think and write. If you try to stonewall the issue by blocking comments on your posts, you’ll just upset well-intended folks.
So, this is why we must find the most effective way to handle negative reviews. In this article, we’ll look at five effective ways to handle negative reviews. You’ll find that addressing issues in a timely and professional manner will go a long way toward building your reputation in the marketplace.
Provide a Quick Response
Negative comments will fester quickly unless you nip them in the bud promptly. Now, this doesn’t mean reacting immediately. If you react right away, your response might not be the best. So, it’s a question of responding promptly, but taking the time to think your response through. Often, a quick response like “we’d like to learn more about your experience” can go a long way toward curtailing negative comments. So, try to make an invitation to talk about the problem rather than get defensive.
Be As Courteous As Possible
It can be hard to keep your cool when users are offensive or simply trolling you. While this doesn’t mean sitting on your hands, it does means that you can address the issue in a polite manner. For example, an insult or offensive comment can be met with a response like, “please refrain from using that kind of language. If you’d like to discuss the matter, we can do so in an appropriate manner.” There is nothing wrong with being polite and courteous. You can easily assert your position without resorting to negative language.
Handle the Issue Offline
If the matter is related to a customer complaint, invite the customer to resolve the issue by phone or email. You can video chat with them if possible. That way, you can handle the issue offline without everyone hearing about it. When the issue is solved, you can thank the customer in the original comment. Something like, “thank you for your comment. We are committed to improving consistently” can go a very long way.
Remove Fake Comments
Fake or misleading comments are common. Sometimes, they are just sad attempts by your competition to affect your sales. Other times, they are individuals who are out to watch the world burn. In this case, ask the user to remove their comment. Offer proof that debunks their claims. If all else fails, you can block the user.
Encourage Positive Reviews
It’s always a good idea to ask your customers to leave positive reviews. This can help offset any negative comments already on your publication. The intent is to have positive comments overwhelm negative ones. In a way, you’re trying to drown out negative comments so that the majority of positive reviews shine through. While you shouldn’t openly ask for reviews, always encourage your users and customer to leave a comment after they’re read your book or tried your product.
With these tips, you will surely be able to handle any negative press easily and effectively!