How to Manage Negative Feedback Efficiently

December 17th, 2012

How to manage negative commentsIn the era of communicating on Web 2.0 platforms, anyone can leave their comments. Have you created a website with Webnode and a fan page on Facebook to get more visitors and promote your activities? In doing so, you are exposed to positive comments along with negative ones, which you’d rather do without. At least until now. In this article we’ll show you how you can manage negative feedback and use it to your advantage!

Whether you allow users to comment on your product or not, there is always someone who will talk about your brand on social networks and forums, in places that are beyond your control. Having established this, don’t stop reading!

A valuable source of information and potential loyal customers

If you’ve exposed your product online and received some negative comments, instead of panicking, consider that they represent a valuable source of data. Ask yourself the following question:

“Why did I get negative feedback?”

The three main replies can be:

    1. You have a product to improve: Your service actually has a flaw and your client enters the scene giving you important information, guiding you on what to improve. Your ultimate goal is to meet the needs of your customers and the negative feedback has helped you understand what improvements you need to make for your product and your service.
    2. A product is not listed: The customer may not fully understand the use of the service or product, only to consider it of poor quality. In this case, it’s up to you to show the characteristics more clearly. Imagine that the customer has left a negative feedback on a forum on your site. You have the chance to comment, explaining the product features. And remember that you are communicating not only with one customer, but with all users and visitors to your site. Hence the negative feedback gave you the opportunity to promote your product. Moreover, it is important to revise your communication strategy. If the functionality of your product has not been understood, it means that you must clarify the message you use to promote it.
    3. Drama Queen: the web is full of overzealous people who have a volatile and conflict-prone personality, just waiting to unleash blatant comments. How to deal with them? Don’t be intimidated and consider pulling them to your side, and in most cases, they will become loyal customers! It’s all about keeping a cool head and avoiding a backlash. Choose your words carefully and avoid dramatic expressions.

The fateful moment when you reply

When you reply to a negative comment, restrain your emotions. There is nothing personal in negative feedback, so don’t get emotionally involved. Before answering, think about the causes and take an objective glance at the situation. Carefully read what the customer has to say, and make sure they feel heard. Now you are ready to reply. Here are 5 essential tips that will help you come out of this situation very well

  • Do not let emotions step in the way: remain untroubled.
  • Give priority to negative comments: Reply at once!
  • Don’t delete the negative comments!
  • Nobody’s perfect: admit your mistakes.
  • Your customer replied with a harsh or rude tone? It doesn’t matter, politeness is key.

Now you have what it takes to manage the negative feedback. Share your experiences on Facebook!

 

Luca Melia (2 posts)

Marketing assistant at Webnode. He's a contemporary society impressionist, extremely interested in communication and how human interaction works among others. He is responsible for the Italian community.

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