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Negative Facebook CommentsLet’s face it, word of mouth can be both helpful and damaging to your business depending on what’s being said. And in the age of social media there are multiple platforms in which the good, bad, and ugly comments can make their way to the public. Of course the good stuff is always much easier to take in, and is great for building a respected reputation for your business, boosting team morale, and undoubtedly a free way to advertise your services. However, it is frequently overlooked how beneficial the negative comments and feedback can really be for your business. Sure, in a perfect world it would all be five-star reviews and two thumbs up from every customer that walks through the door, but unfortunately this isn’t a perfect world and even the best companies will get an unfavorable rating from time to time. And too often business owners alike will miss this opportunity to spin something negative into a better opportunity than even a positive review could offer. These are moments where you can truly showcase your business’ customer service and integrity, because more so than the good feedback, the bad feedback is a call to action on your part to demonstrate how well your company reacts to such situations. Instead of ignoring a complaint or becoming defensive see this as an opportunity to address the issue by communicating with the customer and discovering exactly what went wrong in order for them to feel like they received a less than pleasing experience. And then correct the mistake in the best way that you can, and possibly even give them an extra service or discount in order to let them know that you care about their business. Not only is this an opportunity to keep customers, but it will help you understand what aspects of your business need improvement by taking the time to really pinpoint where things went wrong. And if this situation happens to take place on a form of social media then that’s even better, because not only are you demonstrating to that particular person that you are willing to do your best to satisfy your customers; you also just showed an entire audience how your company handles all sides of its business.
So before you become frustrated by the next angry caller or Facebook comment; take a deep breath and take this opportunity to let your service stand out from the rest.