When you choose to become a public figure or create a public brand or business you are opening up the doors to people being able to judge and comment on whatever your message or product or service is. With this responsibility, negative reviews and comments are inevitable, solely because not everyone tends to have the same opinion on things. These negative and sometimes discouraging reviews and comments should not be ignored, they should be addressed.
The best thing to do is apologize in the situation because while in some cases you or the brand may not even be wrong it helps to reassure the customer that what they are saying and what they are feeling is not only valid but that it is heard. Making sure customers know that they are heard is imperative to productive and successful businesses. Aside from apologizing it is also important to not ignore the negative reviews and address them. Addressing these reviews in a calm and professional manner is important and making sure you offer up support as to how you plan to make their next experience better is a plus, as is offering someone to discuss their issue or concerns with further. The most important thing is making sure the person is heard and that their issues are not swept under the rug and that they are made to feel that their needs and opinions do in fact matter and that they are taken into account.
MILE Social specializes in website maintenance, social media management, SEO, and so much more. As a New Jersey media marketing agency it’s our goal to provide stellar online marketing and strategy to you and your business. Contact us today and let us know how we can help grow your business. We look forward to hearing from you!
