How to Handle Negative Reviews on Social Media

By Sandy Lawrence on January 17, 2017 in Communication, Social Media

Social media is a well-known marketing strategy that helps businesses and potential clients connect. It’s an affordable and effective way to build brand awareness but it does have its challenges. For example, you leave yourself open for negative reviews. You can’t please everyone all the time and many people will voice their feelings on social media.

Negative Reviews

How to Handle Negative Reviews on Social Media

Your first response may be to just ignore bad reviews or to simply delete them but that approach can make things worse. Maintain a professional and trusting relationship with your customers by acknowledging there is a problem and then searching for a solution.

Six Steps

The steps below will help you handle negative reviews on social media in a positive manner:

  • Address the issues as soon as possible
  • Offer a sincere apology and ask to discuss the issue in private
  • Listen to their side and ask the person how they would like to see the issue resolved
  • Offer a realistic but beneficial solution for both parties
  • Resolve the issue quickly and professionally
  • If no solution can be found, apologize again and move on

How you deal with negative reviews will say a lot about your business. The person writing the reviews is not the only one waiting to see how you respond. If you ignore the problem or act unprofessionally, it can have a negative impact on your business. Acknowledge the review and do your best to turn the unhappy customer into a happy one.

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Sandy LawrenceView all posts by Sandy Lawrence


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