MBA1751 How to Handle Negative Reviews & Comments Online

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Let's face it, getting a negative review or comment online does not feel good. Okay? Doesn't matter how long you've been in business, somebody saying something negative about you or your business is going to hurt a little bit. You work hard every day on this thing. You've sacrificed so much. It's only natural for you to feel not so hot when somebody you know poo poos on what you do. I want to start by saying you should not just ignore it. You should do something about every negative review or comment on social. Sometimes these comments are just out of frustration because maybe they're not getting exactly what they want from your product or service. And sometimes it's just, yep, pure hate people just being mean and that's just the reality of the world. And sometimes it's just critical feedback that you just need to read and there's a lot of truth in it. But regardless, you should always respond. And what I recommend when it comes to any negative review or comment is to try to move the conversation over on email. Whether they're a customer or a potential customer, get them to contact you via your support channels or you personally. Why do you want to do that? Because you can really have a one to one conversation and really have the time and the consideration to solve the problem or to help the customer out. These discussions are not to be had publicly whether they're on Twitter or back and forth on a review site. This is like fighting with your significant other in public. It doesn't serve you or your partner, it just amplifies the anger and the resentment. So get one on one, get personal, get on email number two. By getting on email you actually have a higher chance of resolving their problem a lot faster than on social or on any other platform. Why? Because there's certain things you can't ask publicly like account information and email and just trying to figure out what happened or what went wrong. So you can mention this when you're applying on social or on the review site. Hey, so sorry you're experiencing this. We want to solve this asap. Please email us here so that we can have a conversation and ask you some questions securely about your account. Number three. By having this conversation on email and being able to go back and forth and solve the problem, and because this will speed up solving the problem, you have a higher likelihood of turning that customer around, turning that person around, that potential customer around to them. Understand? Oh, okay, this has been solved. It's not that big of a deal. And if you can turn them around, I highly recommend you do something a lot of people don't do, and that's ask them to remove their comment. Ask them, hey, it looks like we resolved this issue. It would be a huge help to us as a company so we can continue to serve great customers like you. If you removed that comment on social media or removed that comment on Google Reviews, whatever it is, more likely than not they will do it. They got what they wanted. That comment living on Twitter is not going to do anything for them. And most people would rather do something good and have that goodwill back and forth with the people they're working with. It's a working relationship with you and that customer. But you got to ask, a lot of people don't ask to remove these comments. Go ahead and do that. Some platforms you're able to kind of delete on your own, like Facebook, but a lot of other platforms like review sites, they will not allow you to do anything. You can contest it, but it's just better for them just to withdraw that comment on their own. And we've done this a bunch of times where we solved the customer's problem in the heat of the moment. They just didn't understand the situation. Or maybe, you know, it was our bad. We had an issue that was temporary and we fixed it and they're happy and they're back in check and everything's okay. We ask, hey, can you remove that comment? That would be great and it would really help us as a company. Most of them will understand. Yeah, that makes sense. Let me go ahead and do that. If they do not remove the comment, that's okay, move on. But update the comment, whether it's a thread or a review, with what happened. Hey, glad we're able to resolve that over email and appreciate you saying that you're all good now. If it's factual, if it's professional, they're not going to refute that. And at least there is some sort of update on what happens if somebody later on Reads this thread, they understand that you took care of business, that you took care of the customer. The other thing you can do is for every every negative comment you get, whether it's on a review site or on social media, actively Try to get 5 positive reviews or comments. When you serve a great customer, if you serve a customer that's happy in your customer service tool or via email, ask them, hey, did you have a great experience? Said yes. Would you mind sharing it on social or handle so and so? Would you mind leaving us a review? Not everybody's gonna do that, but a good number will. And you're able to build balance out the negative reviews. So when someone's reading any negative reviews or regular negative comments, they're like, oh, you know what, it's all negative. It's actually really mostly positive. And every company is going to have one or two negative things every so often.

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When it comes to negative reviews or comments on social, do not get defensive. Don't take it personal as much as possible. The worst thing you can do is retaliate and say, well, you're stupid. I looked at your profile and you're a nobody. There are so many on social media, believe it or not, that do this. I've seen this. I've seen this in Google reviews, I've seen this in TripAdvisor reviews. I've seen this in comments on social. And I get it. You know, entrepreneurs are people too and they feel like they get defensive and they want to protect their baby. Makes total sense. But that just adds fuel to the fire and adds drama to the situation. If you're just getting a hater who's hating, it's okay for you to just reply and say, so sorry, it looks like we're not a good fit for you. Wishing you all the best. In your search for a solution. Somebody coming across that that's not angry and reads that, they're like, wow, this is a really professional company. They really handled that with grace. That's a good sign. That is a sign for things to come if I ever had to deal with them or deal with their customer service. A lot of big companies, they take challenges, negative reviews even when they have outages and they have big problems in their company. They try to use humor and keep it lighthearted. They use gifs and emojis and trying to be as relatable possible but also be sympathetic to the situation but also not over dramatizing it. Cooling it down a little bit. So feel free to be creative when you're addressing issues. Thanks so much for listening to the 100 RMBA show. If you love it, you're here. Hit subscribe right now so you never miss an episode. It's absolutely free to subscribe and by subscribing you get our next episode automatically and access to our archive episodes over 1700 business lessons for you to consume. Go ahead and hit subscribe right now. Before I go, I want to leave you with this. You don't need to reply to negative comments or reviews instantaneously. Some people are always kind of online checking things. That's a surefire way, especially if you have a lot of customers, a lot of traffic to your site to get depressed or be depressed all the time. You can't help it if you're always seeing negative reviews because you're always looking for it. Set us some time, maybe two or three times a week, where you check and reply right then and there so that way you're not constantly being consumed by it every hour of the day, seven days a week. Thanks so much for listening and I'll check you in tomorrow's episode Freeride Friday, where we discuss how to sell more to your existing customers. I'll see you then. Take care. Of. Building a portfolio with Fidelity Basket Portfolios is kind of like making a sandwich. It's as simple as picking your stocks and ETFs, sort of like your meats and other topics, and managing it as one big juicy investment. Now that's pretty good. Learn more@fidelity.com Baskets Investing involves risks, including risk of loss. Fidelity Brokerage Services, LLC Member NYSE SIPC.