Maybe They Don’t Like You: Dealing with Negative Feedback


Say it’s not so. Someone just left a scathing review of your business on Yelp or an unflattering comment on Facebook. While everyone’s entitled to their opinion, negative feedback on social media is there for everyone to see. Should you delete it (assuming you can), fight fire with fire, grin and bear it, or hope no one sees it? Take a deep breath.

You will receive negative feedback. After all, some customers will have legitimate issues that they need help resolving. Plus, you’ll get your fair share of people who simply can’t be satisfied no matter what, and they’ll air their complaints with gusto. You’ll also get your share of misguided complaints from people who may have mistaken your business for another.

No matter how or why someone has complained, you’ll need to respond. Doing so shows both the complainer and anyone else who may stumble across the thread that you care and are willing to resolve the issue. In fact, this is an opportunity to shine!Negative Feedback

Dealing with negative feedback requires a calm, well-thought-out approach. Ideally, you should create this approach in advance so that you can respond promptly and professionally from a strategic, rather than emotional, perspective. Use the tips below to plan your negative feedback approach.

Understand the different types of feedback. Negative feedback on social media tends to fall into the following categories:

Respond according to feedback type. Each type of feedback should be addressed. Below are a few examples of how you might respond to different types of feedback:

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Thomas von Ahn | Chief Elephant Slayer | Viral Solutions LLC
thomas von ahn

Watch out elephants! This slayer of business challenges comes with 30 years of record breaking sales, marketing, operations, training and leadership experience . He has worked face-to-face with 100’s of small business owners as well as large firms. His love of creating, communicating, developing and executing results for clients shines with each project, publication and training event. His entrepreneurial spirit, passion, industry experience, education, problem-solving prowess, charismatic personality and been-there-done that attitude leads his client focused approach.




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Filed Under: Social Media

About Thomas von Ahn

With more than 30 years of experience in B2B sales across various industries, Thomas has unique insight into both the offline and online sales sphere. It was during his time in the trenches that Thomas noticed a recurring theme: Though business owners are knowledgeable about their craft or trade, they often struggle to market and sell to their prospects. This realization is what prompted Thomas and his now business partner, Christine, to bring Viral Solutions to life. Since starting the company, Thomas has been able to assist countless business owners in developing a solid marketing plan based upon sound marketing strategy, then assigning the marketing tactics to a team of talented employees, and, finally, watching those actions unfold—his true passion.

Though Viral Solutions is on Thomas’ mind 24/7, he does occasionally take a break to cheer on the Green Bay Packers and enjoy his adopted home of Wisconsin. Much of his family also works at Viral Solutions, and this closeness with family and employees is the cornerstone of the Viral Solutions culture.