As businesses, it is easy to respond to positive reviews with a welcome thank you and we look forward to working with you again soon, but what do you do when everyone’s a critic and not clearly not your fan? A company’s response to negative criticism has the power to make or break customer relationships, not only with the direct party, but with anyone reading the reviews. In today’s business world the court of public opinion is more visible than ever. Having a measured response process is critical.
The most vital step to handling a negative review is to take a deep breath and remember that your response will be public. It is easier to refrain from responding negatively if you remind yourself that the internet is a “virtual stadium”; only respond with statements you would want to read to a stadium filled with potential clients.
While receiving negative feedback is unpleasant, it is a critical insight into the health of your customer relationship, and if handled correctly has the potential to help you retain customers, and potentially earn new ones.
Branan Ward, a lifelong St. Augustine resident, is the President of Ward Design Group, an award-winning web design firm renowned for its innovative solutions and commitment to client empowerment. With over 20 years of experience, Branan has cultivated a reputation for excellence, leading his firm to receive prestigious accolades such as #1 Web Design since the inception of “Best in the 904”.