It's a situation no earnest small business owner wants to face. Something goes wrong, or you make a mistake, and you get public criticism or a negative review on social media.
So how do you make amends to your customers and handle the situation professionally to prevent it from going viral?
Sarah Foxworthy, CEO of Socially Seasoned Digital Marketing in Fort Wayne, offers small business owners a few quick tips.
Here are her suggestions:
- Don't delete their comments unless vulgar or inappropriate.
Deleting a comment adds fuel to the fire and can promote further negative feedback.
2. Respond to the comment/message as soon as possible.
The longer you sit on the negativity in a public online space, the worse it can get.
3. Be apologetic, and truly own up to your mistake.
Not only will this show your true colors; it will allow for the commenter, as well as all others, to see that you truly care.
4. Discuss the problem privately.
Some conversations are best held offline after you’ve offered your public comment. Give your direct line number and email address and/or ask if you may have the person’s contact information.
5. Appreciate their feedback, and mean it.
All feedback provides a business with a way to grow and learn.
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