Handling Negative Reviews is something every business owner needs to learn how to do and do well. Believe me, it’s not easy, but with some tact you can turn a negative comment or review into a positive for all parties involved.
There are some instances that the negative reviews are warranted and other times they are unnecessary.
The prime responsibility for any digital marketing manager, business owner, web developer etc. is handling the comments with grace and resolution. In this episode of The New Marketing Show, Kevin and Greg discuss handling bad reviews, haters, trolls and online hate. Greg also revisits his appearance on Gordon Ramsey’s Kitchen Nightmares at Amy’s Baking Company in Scottsdale, AZ and how that debacle got started.
Simple Method For Handling Feedback
Trinity Web Media uses this methodology whenever appropriate. Also, we want to take a moment and be clear that we also have a ZERO tolerance policy for any personal attacks or any comments regarding race, creed, color, religion or sexuality. ZERO. Any and all comments are reported and the user is blocked instantly.
• Acknowledge the situation with the other party
• Assess what happened
• Empathize
• Set expectations for future communication and resolution
We find this helps 90% of all online complaints. Do not argue, attack or flip the review on the other parties. This is an opportunity for you to tune up your marketing and operation proceed with caution and elevate everyone in the situation.
Thank you for listening, rating and reviewing on The New Marketing Show on iTunes and wherever else you consume your podcast content.
While I’ve known Greg for years from our time together in the marketing scene, I’ve only recently had the chance to work with Trinity Web Media on a client project. Not only was the team professional and their work spot on, they were amazingly quick to respond and required very little hand-holding along the way. I chalk that up to their past experience and a deep understanding of best-in-class services.