Publications & Products
Volume 7, Issue 6

The Positive Influence of Negative Online Feedback

While some people contend that any publicity is good publicity, most organizations don't know how to deal with negative feedback, writes one workplace expert.

Jeremy Durant, writing for Content Standard, explains that panic need not be the first reaction to bad reviews. Instead, he writes, "view them as opportunities to get honest, real-time feedback, improve processes and products, engage clients, build trust and create loyal, long-term clients."

Durant offers concrete ways to make the most out of what could have been your worst nightmare. Here are a few of his tips.

Read the feedback. You've quelled the panic. Now calmly read what the reviewer has to say. Don't take the comments personally, he writes. The reviewer is a real person who had a bad experience with your company.

Getting better all the time. Find out the details behind the person's bad experience. Use that information to examine your procedures with fresh eyes. How can your processes be improved? Don't just address the one complaint; make the improvement a part of the process. "To turn the negative review into an opportunity to improve your product or services, it's imperative you get the whole picture," he writes.

Take time to answer. "Remember that a dissatisfied customer will tell an average of nine to 15 people about their experience with your firm," cautions Durant. Address the negative comments with empathy and transparency, and tailor your response to the particular review. Thank the person for the feedback and offer a solution and then follow up to see if the solution worked.

This article is from the Advancement Weekly, February 6, 2017 issue.

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