The often ignored big picture is the fact that negative comments can actually help build a better business if they are heard and the get the attention they deserve. Here are 3 ways comments can help your business progress:
1. Improving your products and services
By taking the time to read your customers' feedback, you’ll better understand what people like and dislike about your organization. Getting positive and happy comments? That’s great, keep it up and don’t get lazy. If you are getting negative comments, think about the issues that your customers have and do you best to alleviate those pain points.
2. Building a relationship
When you take the time to respond to your customer’s feedback (especially the negative feedback) it helps builds a strong relationship between you and your customers. They feel important and part of your business. This leads higher customer loyalty and can even lead to word of mouth recommendations
3. Free shout outs through word of mouth
Responding to comments (both negative and positive) should be part of your overall business strategy. Doing so demonstrates that you are involved with your business and care about the feedback you receive. Sometimes, a well thought out response can take a harsh and angry comment and turn it into a viral publicity stunt that shows off your business.
It’s no secret the internet can be a mean place, but even in the face of a truly scathing comment remember this; kill em with kindness.
Tackle each negative comment as they come in and sift through the anger to find the truly valuable feedback. If a negative commenter has a point, let your customers know that you are sorry and that you are doing your best to find a solution.
But don’t leave it there, the best business will find a way to make their customer happy. So find that solution, share it with the upset consumer, and reply to the original comment to left future customers know you are there to support them.
Courtesy of Entrepreneur