What are best practices for responding to negative reviews?
Feb. 23, 2019, 6:09 p.m.
Reputation management experts advise in advance to post in the business community about the rules of communication in the group. It is necessary to indicate that comments of an offensive nature will be deleted, and their authors will be blocked. Then the obscene, meaningless messages that have arisen in the community can be safely overwritten according to the rules of the group.
To create the right tactics for responding to criticism, analyze the negative feedback on the following criteria:
- Who writes;
- what he writes (a type of negative and its tonality, the presence or absence of specific claims);
- where the feedback is left (on the user's personal page, in the official group of the company);
- audience reaction (the number of social network users who supported the discussion, liked the post, made a report record).
After receiving a negative review, you must respond to it as soon as possible. The speed, in this case, will be your best friend. Remember: you can not just ignore the negative reviews. No matter how hard you want them to disappear, you cannot get rid of them without offering a solution to the problem or taking any action.
Carefully follow your profiles on social networks and reviews on the site in order to have time to take control of the situation before it becomes too late. Regular monitoring will not only minimize the consequences of negative feedback but also give you the opportunity to always be aware of the mood of the audience.
Also, do not be tempted to remove negative reviews or comments. This will only upset your customers, letting them know that you prefer to ignore their opinions. The only exception may be inappropriate and useless messages.
If it seems to you that a negative review is left to annoy you, it is better not to do anything. Any attempts to solve something will only make it worse because such people do not need a real solution to the problem.