Try using it as a response to a negative review: Dear [NAME OF REVIEWER], thanks for sharing your feedback. It seemed nothing and no one escaped her negative spin. The rule of thumb is to keep it crisp. When it comes to responding to negative comments, there's no one right way to do it. First Impressions: Is Your Company Looking its Best? You can then consider hiding the comment. Although a customer or former disgruntled employee may be complaining about you on Facebook, if you keep your Facebook updated with all the positive things you’re up to, including that “Best Place to Work” award you’ve gotten for the fifth year in a row, or your excellent HR department, or your client success stories, it really shows the overall picture. Plenty of airlines are quick to respond to unhappy customers whose flights get delayed or cancelled. In fact, 84% of people trust online reviews as much as a personal recommendation. It was updated in December 2018 for accuracy and comprehensiveness. Some comments should be removed and not responded to: We work with growing small- to mid-size businesses and nonprofits that sell the invisible – forward-thinkers whose main product is a service, idea or advice. When it comes to customer complaints, it is recommended that you always respond to them as soon as possible. Just think context, consistency and case-by-case. These were in response to a blog I wrote that went viral on Huffington Post that show how people choose to act online. Next time you receive negative comments on one of your pages, make sure you respond in a way that can turn the situation around in a positive way! But what happens if you’ve got that “one bad apple” among lots of healthy, positive engagement? For an everyday customer response, on a negative comment! By failing to respond, you’re missing an opportunity to not only neutralise a negative review, but also showcase your employer brand to all stakeholders who will read the review including current employees and futur… More often than not, there is a knee-jerk reaction, especially if the comment has shades of rude language. Respond politely with something like, “Sorry to hear that. Could you please private message us with details about your experience … They posted something because they want to be heard and they want a reaction. On Facebook, this works by clicking on the three dots icon next to the respective comment. This is a customizable feature that you can set how you like. A. must consider what to do when negative comments roll around. It shows them that you’re there to make things right if they have issues. (function(){var qs,js,q,s,d=document,gi=d.getElementById,ce=d.createElement,gt=d.getElementsByTagName,id='typef_orm',b='https://s3-eu-west-1.amazonaws.com/share.typeform.com/';if(!gi.call(d,id)){js=ce.call(d,'script');js.id=id;js.src=b+'share.js';q=gt.call(d,'script')[0];q.parentNode.insertBefore(js,q)}id=id+'_';})(). Comments are not marked as reviewed and do not have a star rating. You can hide, delete or report comments for breaking Facebook guidelines. The Dos and Don’ts of Responding to Negative Social Comments DO: Respond in … However, if a disgruntled customer takes it to the web, everybody on Facebook, Google My Business, or Yelp can see the one-star rating and their poor experience with your business. How to Respond to Negative Google Business Reviews: 6 Tips Every customer has their own preferences, expectations, desires, and wishes. And it’s totally understandable. Some are funny, some are aggressive and some are just downright practical ways of responding to reviews to get them taken down.. R esponding to online reviews is never a waste of time, whether they are positive or negative. In a perfect world, you would satisfy every customer; but in the real world, you can’t; and in the digital world, anyone can publish an online review of your business. Contact the commenter privately. However, responding in the moment’s heat can turn the situation worse for you. Of course there are always exceptions. Here’s a template that mimics that calm and professional tone. Let's start a conversation. For example, when a negative comment starts an uncontrollable discussion. The team at Broadly recommends the following steps to construct an effective response to a negative review. 88% of peopleclaim to have been influenced by an online review (for anything, not just employers). Just for example’s sake I had a staff member tweet about an instance of slow connection time on her Verizon internet service (she really does like Verizon and feels it’s usually pretty fast!) [Tweet “88% of online shoppers incorporate reviews into their purchase decision.”] With this in mind, we’ve compiled a few different examples so you can see how other companies are responding positively to negative reviews on Facebook. True Taco received a 1-star rating from a disgruntled customer about poor … If you’re inclined, wait it out a bit before replying. Always respond. Something Verizon also does is take the conversation from its main account (@Verizon) and to (@VerizonSupport), which is a great move. Place the policy in a separate tab on your Facebook page. If you communicate to your customers in the exact same way every single time, you will tarnish your brand identity. They should skim through Facebook, Instagram, and Twitter comments to spot any messages that might require an immediate response. Start responding to negative comments like a pro with these simple dos and don’ts. Ignoring them conveys the opposite! In fact, it can actually make matters worse. Responding adeptly to negative postings can also turn lemons into lemonade. If the negativity continues, try to resolve and ask the commenter to consider removing the post. While responding to negative comments is imperative to maintaining your brand's reputation, responding to positive comments allows you to express gratitude toward those who adore your brand. Sometimes our employees make bad choices— even the “seasoned” ones. How To Respond To Negative Reviews. Keep Your Responses Crisp and Positively Worded Of course you must respond to negative reviews, but don’t make it long-winded and wordy. Editor’s Note: This post was originally published in February 2018. How to Respond to Negative Feedback. Sometimes, those that are acting negatively without thought will perceive your forthrightness as something not to be trifled with. Whether or not to delete the comment is a dilemma which you need to address on a comment-by-comment basis. See more negative review response examples here. Three to four sentences is a good rule of thumb. Guidelines are essential. It helps your company improve and grow better than the competition. Potential customers research small businesses by looking at customer reviews to see if a business has a good reputation. For whatever reason, they’ve simply adopted a negative mindset. Transforming the way companies market, sell, and service their customers, How to Say Thank You For Your Business (+ 4 Thank You Note Templates), The 21 Best Survey Tools in 2021 for Gathering Customer Feedback, How to Optimize Each Touchpoint in the End to End Customer Experience, The Dos and Don'ts of Responding to Negative Social Media Comments, Knowing how to respond to these negative social media comments is a necessity in your business, and your response can harshly impact your company image if done so incorrectly. It’s important to remain professional; it can be easy to get caught up in social media feuds between celebrities, but remember that you aren’t them – you are a business. Deleting comments can also make it look like you don’t care, are wrong in the situation, or have something to hide. If you have information about your customer in your CRM, then use it to make your response more personal. In today’s highly digital, super transparent society, simply ignoring a bad review is no longer an option. Example phrases: “Thanks for your feedback” “Thanks for bringing x to our attention” But more importantly be engaged and transparent. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. I love their cookies.”. Once people start noticing that unhappy comments receive the same message in reply, it will only make your company seem insincere and inauthentic. We also have oatmeal raisin cookies, which are equally delicious.”. Unfortunately, they do pop up from time to time, from unhappy customers who express their anger or discontent within the comments of your content. How rude! The comments were rude, and even though there were literally HUNDREDS of positive comments appropriately raving about her project those two negative comments stung. Baylor Cherry | And yet, we want to encourage our employees to make responsible use of social media as often as we can. What if a comment comes from an employee? We’ve got some great examples of businesses responding to reviews. Most social media management software can greatly streamline this workflow, as you can respond across all channels from within one dashboard. – make sure they set aside five to 10 minutes every other hour to monitor the engagement on your social channels. Examples of responding with kindness When you're a writer, no matter what you write about, you're opening yourself up to people who may disagree with you, and that's okay! If they have included information in their negative post, then mention it in your response, which shows that you took the time to read what they had to say. Here are examples of and templates for responding to negative (and positive) reviews. 7 min read. And we haven't even mentioned the negative feedback you might receive via posts or comments. Facebook; Twitter; LinkedIn; Share. Random attacks that are completely invalid or don’t make sense, protect confidential and proprietary information, don’t us company logos on personal social media accounts, clearly identify your opinions as your own. With this in mind, we’ve compiled a few different examples so you can see how other companies are responding positively to negative reviews on Facebook. You may be able to remove some negative reviews, but for those that remain, the best course of action is to first respond appropriately, as outlined above, then surround it with glowing reviews about how amazing your business is. For example, say you own a bakery and on your company’s Facebook page someone says, “I hate your chocolate chip cookies!” Well, they’re entitled to their opinion but, you know that there are many audience members who LOVE your chocolate chip cookies. This article will talk about the best way to respond to such reviews, give you examples of how you can respond to negative reviews, and, give you access to a ton of templates that will help you customize your review response in seconds.Now, time to deconstruct the perfect review response for you. Develop social media guidelines. Also, by responding, you are showing other followers that you acknowledge these issues and care about them. 7. Remember the PR executive who tweeted an offensive comment about race and AIDS? Responding correctly can help turn a negative into a positive, while not responding properly can only make things worse. Think about it. If you are called out on something, chances are there may be some truth to the matter. It’s easy to do on both Facebook and Twitter. This is not the right way to handle negative comments. When it comes to customer feedback, responding to negative reviews isn’t always fun. Timing counts and most of the people who post a comment on our social media expect a response within 24 hours, any longer can discourage them from future interactions. Why You Need to Respond to Negative Reviews. If you allow comments on your website or blog, post it there as well. Negative Facebook reviews can be a big problem for your business - but you can lessen their impact. Make sure your brand is the outgoing voice on your Facebook page and let others only comment on your posts. Give them a shoutout, share their message, and personally thank them for their kind words and business. Even if it’s an opinion only, you are given an opportunity to address it. Most of our customers RAVE about … Responding correctly can help turn a negative into a positive, while not responding properly can only make things worse. Have you tried our lemon drop cookies? When it comes to responding to negative reviews, less is more. Whether you’re responding to negative reviews on Yelp, Google, Facebook or Amazon, you’ve already taken the first step: actually responding. This just isn’t fair to your brand to have your cookies tarnished. Better for people to see your constructive response to the negative comment than get buried in messages accusing you of curating out all the negative social media comments. Even a negative experience can be fixed with the right response and solution. Ban or block them. Contact Us Another way to make it personal is to sign your name at the end of your response, so they see that a real human is making the effort to reach out to them and not just hide behind a company page. People who have a negative experience are more likely to tell their friends and family about it - they'll hear it both in person and when the review is shared online. 2. If, for some reason, you come across any threatening messages, you may choose to report the message. In fact, it can actually make matters worse. Keep posting your great content. The worst thing you can do when someone has left a negative post on your social media page is delete it. However, Allen Solly found the right tone of voice in this Tweet and turned the customer’s response around to something positive. ... For example, I posted on my facebook page a mock up of a room design I was working on and asked for feedback. Just because you responded to a negative comment, it doesn’t mean that you need to go back and forth publicly on your social media page. Responding & Managing Facebook Comments. As a native Floridian, she enjoys soaking up the Florida sun, buying clothes she can’t afford, and dreaming about one day owning a dachshund. How can we help? In a more serious matter, humor is not always the way to go. In my experience you will find that the customer will delete his earlier negative comments and post the raving review or an apology once you talk to him. Conversation between an audience and an organization on social media is the epitome of transparency. 2. On Facebook, you are able to moderate comments to exclude any posts or comments including any certain words from displaying on your page. Keep in mind, friends of the “banned commenter” may still be able to see their posts, but new page followers usually won’t (unless they are already connected to the comment maker). Comments are not marked as reviewed and do not have a star rating. You don’t like to get negative reviews on social media channels but unless you are extremely perfect regarding everything in your business, it will continue to happen. Losing your cool will only make your situation worse and cost you the opportunity to turn the negative into a positive. Examples for How to Respond to Reviews on Google and Facebook Why Responding to a Negative Review Helps Your Reputation Management Strategy. ^CJH, — Verizon Support (@VerizonSupport) October 9, 2014. Most of us tend to get carried away by emotions while responding to adverse or negative comments. Depending on the gravity of the situation, reply appropriately. Don’t let anger derail your response. If their original problem is taken care of this should be no problem. Social media is full of what the kids like to call “trolls.” You know, those rude people that thrive off of putting other people and businesses down (they’re not the cute little Trollz with big hair who sing and dance in the movies). Whether you’re responding to negative reviews on Yelp, Google, Facebook or Amazon, you’ve already taken the first step: actually responding. If you’re able to have a private conversation, see if the original commenter would mind removing the post. One way to encourage involvement and mitigate risk is to develop guidelines. Getting and responding to online reviews are two simple but impactful steps you can take to grow your business online and, in turn, offline. Healthcare facilities like doctor’s offices and clinics face more difficulties when responding to negative reviews because of the Health Insurance Portability and Accountability Act. Don’t let your emotions dictate what you’re going to write in your response to a negative review. Cover your response in three to four sentences at most. Responding in a positive manner and showing that you care about your audience is the best route to take. You can hide, delete or report comments for breaking Facebook guidelines. As a small business owner, consultant or upper-level manager in a professional services firm, you’re busy, and each day, more and more demands are made on your time. In most cases, even if you don’t think the customer is right, it’s important to acknowledge the issue. How To Respond To Negative Reviews. This article was also published on Social Media Today, 7 Tips for Responding to Negative Comments on Social Media via @insight180 http://t.co/eTCWBBogTD, — Social Media Today (@socialmedia2day) October 15, 2014, Pingback: Ethics and Your Organization’s Social Media Presence – Bekki Blogs for Your Benefit. If you need to discuss something more private with the customer, like something account-related, for example, you can still respond publicly and let them know you’ve reached out via a direct or private message. Negative Review Response Introduction For example, on our Intel’s Facebook Page we outline the list ... delete his earlier negative comments and post the raving review or an apology once you talk to him. Stay up to date with the latest marketing, sales, and service tips. But it should be. These happy customers are your biggest fans, and they aren't afraid to share about it. Whoever is in charge of your company's social accounts – whether it be a social media coordinator, marketing manager, etc. You may be well aware that negative reviews can alter consumer perception of your business. However, keep in mind that this can sound condescending when talking one-on-one with someone. 5. So you’re thinking, “why did we ever say we would do this social media in the first place?” Well, it’s because you also want to reach more people, be known as a thought leader, and more than that, have an engaged audience. 6. Six Tips to Help You Get Out of Your Own Way, How to Know When It’s Time to Update Your WordPress Website. Often in these situations, just take a passive role as opposed to going for the jugular. Regardless of what you call it or what type of business you represent, it’s probably a good idea to err on the side of caution. You have employees who get sick, shipments that come in late, and about a million other fires that need to be put out each day. Negative reviews can often feel personal but responding to reviews when angry or tempers are running high is the worst thing you can do. Depending on the gravity of the situation, reply appropriately. Sorry that you didn’t. In light of examples like the one above, companies are grappling with how to handle botched tweets or responses from company representatives that didn’t represent them well, as well as less-than-happy customers or a former disgruntled employee’s venomous tweets or Facebook posts. Many, however, will gain respect for your business if you respond to the comment in a pleasant and helpful way. Everyone has … Don't ignore negative comments. So what are the essential tips in responding to negative comments on social media? 1. Interested in our services? Never forget about the positive comments! Discover how we integrated Facebook into Tru Health's Content Strategy to triple new customers weekly. If that is the case be prepared for your audience to act accordingly. You’d be amazed at how consistent educational, informative and inspirational posts and efficiently good press can outweigh anything bad. That said, when negative behavior repeatedly surfaces, it is time to make your voice heard. Disparaging Facebook comments can really make you angry. For example, in August 2017, local Lexus dealerships in Calgary, ... with some customers leaving extremely negative 1-star reviews on Facebook and Google. Suggested responses for negative Facebook reviews. Your audience will only mind that you’re deleting things if you are trying to hide something. You should reply to every comment whether it’s positive, negative, or neutral. Below are some online reviews from business owners that will make you go WOW. However, Allen Solly found the right tone of voice in this Tweet and turned the customer’s response around to something positive. Ethics and Your Organization’s Social Media Presence – Bekki Blogs for Your Benefit, Sales Fear? and Verizon responded in just five minutes. A genuine response from the owner, accepting fault, and asking the customer to come back got this pest control company three extra stars. If you feel the need to add a temporary placeholder response while you wait for Facebook’s determination, add a brief, polite response. Ask the customer to write you an email, direct message, or call the customer support. For example, you could say something like “Hi Sue, We’re so sorry to hear about your negative experience with our product. Your responses to negative comments should never be cut and paste. Thank the customer for bringing the situation to your attention. Responding to negative messages as soon as possible shows that you care about what they have to say. Negative reviews are inevitable in business but how you respond as an owner/manager speaks volumes to your customer service. 7 Tips for Responding to Negative Comments on Social Media. Whether the comment is positive or negative, responding publicly helps build accountability, transparency, and trust. 4. Learn the best way to handle and respond to the negative comments online. So, by not taking charge of your negative reviews where you can, you are missing out on your chance to have your say. If you put it off too long, it makes your eve… Disparaging Facebook comments can really make you angry. But it’s rarely an option either. A former coworker seemed to talk non-stop and loudly, interrupt incessantly, gossip about whomever wasn’t in the room, constantly complain, and live quite happily in martyrdom. As with any message you post publicly to your audience, you need to highlight that you care. Instead, get to a calm mental state and respond in a professional manner. While it will not satisfy everyone completely, most will understand that the comment was removed because it did not abide by the rules set forth on the page. In order to find those pesky negative comments, you must actually pay attention to all the comments that come through your social feeds. Like mentioned before, it's important to be timely when responding to negative comments so users don't feel forgotten. 3. What may seem like common sense to some, is foreign to others, so spell it out. The etiquette of how to respond to Facebook comments isn’t cut and dry, but with a few simple principles you can acknowledge your fans and grow a community. Remember, your social media page is YOURS. Write your review response in the same language you would use in conversation with a friend. A successful social media marketing strategy must consider what to do when negative comments roll around. So, here are some tips on responding to negative social media comments in the best possible way. 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