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How to respond to negative comments and opinions about the company?

Karol Bocheński
14/12/2023 | 4 min read
How to respond to negative comments and opinions about the company?

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    Is the appearance of negative customer reviews the beginning of the end for your brand? Of course not! Should we pay attention to them? Definitely yes. Brand transparency is extremely important for today's consumer.


    Social media or Google Maps business cards are definitely a "must have" for every company nowadays. This is where we show our potential customers what stands behind our brand and build its image. Social media is also a place where companies can engage in dialogue with their users. Unfortunately, sometimes these can be difficult conversations. Consumers are not always satisfied with our services and share negative opinions and critical comments. What to do then?


    Users and their negative reviews - does the customer is always right?


    We often hear that we should not argue with the customer and should accept all their critical comments. Constructive criticism is worth more than the greatest compliments. Thanks to it, as a company, we can become better day by day and better meet the needs of our customers. This way, a brand can build a reputation that listens to people and wants to engage in dialogue with them. That is why it is so important to respond to negative reviews and comments. However, it is worth emphasizing that each comment requires appropriate verification. Bad reviews can also be written by internet users who have never had contact with our product or services offered by us. Of course, we should be interested in solving the problem, but it is worth considering whether we have become victims of a false review.


    negative comments


    How to respond to negative comments while maintaining the company's image?


    As mentioned earlier, before you start responding to reviews, verify if you have become a victim of false rating. Approach every comment - positive or negative - with full professionalism. If you suspect that a comment posted by an internet user does not reflect reality, consider reporting such an opinion. You can report such a review for verification on the platform where it was posted. Depending on the platform, the procedures may be slightly different, but whether it's on Google or Facebook, everything is clearly outlined, so you know what steps to take.


    Unsatisfied customer, criticism. How to turn a negative opinion into something positive?


    If we have already ruled out the possibility of receiving an untrue review and we know that the fault lies on our side, we should take the following steps. First of all, try to establish contact with the customer as quickly as possible. Today, every second matters, and unsatisfied consumers especially do not like to wait. At the beginning, it is worth apologizing. Then try to put yourself in the customer's shoes and see the whole situation from their perspective. It's just like in social relationships. If someone sees that you have actually noticed the problem and are trying to see their point of view, the chances of a peaceful resolution of the conflict increase significantly. Stay calm and polite. Even if you do not fully agree with a particular opinion and the customer strongly insists on their own, remain courteous and do not let yourself be provoked. The fewer negative emotions, the better for both parties. It may seem trivial, but remember about correct spelling. Writing with spelling mistakes will certainly not build your authority, and you can only make matters worse.


    To avoid discouraging the customer from your brand, consider offering some form of compensation. Do you run a restaurant? Offer a free dish. If you own a clothing store, send a new garment or a discount code. This way, we can turn our initial failure into something positive. An unsatisfied guest will not turn away from us forever. Thanks to a professional approach and a successful resolution of the issue, it is very likely that they will give us a second chance.


    responding to negative reviews


    Who should respond to negative comments? Why is it so important?


    It is important for every company to have a customer service department that will constantly monitor all reviews and be able to quickly respond to negative comments. Why do we recommend being aware of online comments and managing them properly? This way, we build the image of a brand that is open and sensitive to consumer opinions.

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