Responding to negative feedback on your website or social page Do not view negative feedback is undesirable and most importantly do not delete it unless it is discriminatory. Respond politely.
To some this may sound like a strange or even bad advice stop let me say that you don't allow for this then they will simply leave such comments when you may not be able to respond
if you do feel you need to delete comments because it is discriminatory and do so at leave a comment advising that you have deleted the earlier comment and why you have done so making reference to the name given by the person who left a comment.
Any other negative feedback should first of all be closely looked at. There may be some validity in the feedback which highlights problems you are unaware of. At all times you should make best endeavours to respond to customer feedback and most particularly negative comments.
Do so as you would if these people worked in your premises in front of others. Be polite, courteous and respectful. If they choose to pursue their arguments and just agreed to disagree politely explaining why you choose not to pursue the matter any further. Remember, you never win an argument with people who are belligerent.
There is also another factor to consider. If they are being rude or unrealistic, they will often be seen as such by others viewing these comments and don't be surprised at the support you may see arise from your own stance on the matter.
Never be anything other than courteous and never ignore negative comments.
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Written by: Greg Tomkins
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