How to professionally handle negativity on social media

Nobody likes to hear bad things about themselves, which is why many business owners will shut down the idea of social media because of the fear of public negativity about their company, employees, services, etc. Most owners assume that once a bad review is viewed by a potential customer, then they have just lost a customer. This may be true, however, if you can provide a solution to a consumer problem within a timely and professional matter, consumers are more likely to trust your company and the fact that you care about their customer service experience.

It is important that you, as the business owner, address any negative situations right away. In addition to dealing with negative feedback, you should ALSO be seeking the positive feedback and responding to those consumers as well! Good business owners know that reaching out after a successful business transaction means that they are more likely to return, so whenever you notice a positive review – thank the customer for their kind words!

Here are a few examples of responses to both positive and negative customer feedback:

  • “Thank you for the positive feedback. We are pleased to hear that you were satisfied with the services we provided and we appreciate the business. We look forward to servicing your needs in the future!”
  • “Thank you for taking the time to submit a review of our company. We appreciate you contacting us and hope you consider us for future business.”
  • “Thank you for bringing this situation to our attention. First and foremost, I would like to apologize for any inconvenience we may have caused you. Above all else, providing excellent customer service is our main goal. Given the opportunity, I would like to learn more details about your case and to be able to make things right. Please contact me at your convenience.”

It is important to remain professional and reach out within a timely manner when responding to both negative and positive feedback from customers. Show them that you care about their experiences and that you are willing to make a difference!

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