How to Handle Negative Feedback Published Online

Negative feedback is always undesirable but it doesn’t have to be treated as such. It’s common for folks to want to delete all negative feedback published online, some of them may even avoid them altogether by ignoring them. There are problems with both of these methods.

Strategies to avoid:

Deleting negative feedback: The problem with this method is that it doesn’t publicly address the issue associated with the feedback publisher. Even if you’ve addressed it but keep it unpublished or delete it after the fact, it may do more harm than good. If you’re a big company and all people see is positive remarks, it may signal to the market that you avoid dealing with upset customers. That can hurt any company’s reputation.

Avoiding negative feedback: The biggest issue with this strategy is that it fails to address customer problems entirely. Avoiding angry customers just exacerbates the problem and makes you look like a jerk. Through social media, angry customers have the power to invite lots of other people think you’re a jerk too. Nobody wants to do business with a jerk. This can turn into a major PR problem really fast.

Strategy to consider:

Publically displaying and even marketing your response to negative feedback: This may be one of the most important things you can do for your audience. Immediately and constructively responding to a disgruntled customer not only promotes customer loyalty but can also build trust with prospective customers. When prospective customers see that you’re willing to urgently solve customer complaints, it signals that you care about the quality of the customer experience. This can lead to stronger relationships and more business.

Author: Patrick Greenough

I write and speak about marketing, leadership, and technology.

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