Let’s face it: whether it’s a middle school rumor or a scathing online review, negative feedback stings. As business owners, those harsh words often hit close to home because they’re not just about our work—they’re about us. In this episode of More Than a Few Words, I chatted with David Oates, a seasoned crisis communications expert, about how to handle negative reviews and comments with grace. David shared practical advice on how to respond with “empathy and action”—a simple yet powerful approach to defuse tension, protect your brand, and show others that you care about making things right.
Key Takeaways:
Empathy and Action Are Key: When responding to negative reviews or comments, show understanding without immediately accepting blame. Apologize for the experience and offer to make things right, which reassures current and potential customers of your commitment to service.
Avoid Ignoring or Arguing: Ignoring negative feedback implies indifference, while arguing online escalates conflict. Both approaches can harm your reputation. Instead, focus on resolving the issue calmly and professionally.
Use Reviews as Insights: Positive and negative reviews are goldmines for understanding your customers. Positive reviews can inspire marketing language, while negative ones offer valuable lessons to improve.
Solicit Feedback Proactively: Regularly ask for customer feedback and make it easy for satisfied customers to leave reviews on platforms like Google or Yelp. This helps balance out any negative comments with authentic, glowing endorsements.
Think Old-School, Act Online: Just as local shopkeepers once chatted with customers over the counter, business owners today can build Relationships and trust through online interactions. Approach these conversations with the same care and humanity you’d show in person.
Actionable Tips:
Want more great advice? Check out David’s website and connect with him on LinkedIn.
For additional resources to grow your business, head over to More Than a Few Words.
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