How to Handle Negative Online Feedback

How to Handle Negative Online Feedback

Any business that deals directly with the public knows the frustration. Satisfied, happy customers rarely make a comment. The occasional unhappy customer is all to willing to tell the world. Today, that includes the possibility of leaving a negative review online. For a while, businesses felt it was better to just ignore the haters and focus on more pleasant interactions. That, however, can be a mistake. Here are some of the things you can do to handle negative online feedback and comments.

Don’t Ignore Them

Negative comments can have a long shelf life online. It is generally not a good idea to ignore negative comments or feedback. At the very least you want to acknowledge these comments. This acknowledgement accomplishes several things, including demonstrating that you are paying attention to your reviews and are responsive to your customers.

Reach Out and Have Them Contact You

Don’t try to win a debate online. Instead, acknowledge the experience and ask that the person reach out directly to you. This way you can handle the issue one-on-one, away from a public forum.

Ask What They Want

Once someone with a negative experience reaches out, hear them out. Part of the conversation may include “What would you like me to do?” If it is a simple and reasonable request that seems like it will resolve the issue, do it. If it is an unreasonable request, counter with an offer that you are comfortable making. Let them know you would like to resolve the issue.

Encourage Positive Feedback

Don’t be afraid to ask satisfied customers that you would appreciate positive feedback online. Many are willing to share positive experiences when they are politely asked.

Business owners, especially small business owners, have to wear many hats. This may include online reputation management. If you haven’t searched your business name or category online recently, you should know that your competitors and potential customers likely are. Be proactive in managing your online reputation or find a trusted employee who can.

Business insurance can’t protect you from negative online feedback, but it can help protect your business from a series of other unfortunate events. Let us help find you an affordable business insurance plan. Contact one of our independent insurance agents for a quote today. We will be happy to do the shopping for you.


Do you have questions about your insurance? Find an insurance agent near you with our Agent Finder

Search All Blogs

Generic filters

Buzz Your
Insurance Agent

Search for a local agent with our agent finder map.

Agent Finder

Want to learn more about our blog writer?

Read more about KayLynn's background.

Click Here

Search All Blogs

Generic filters

Read More Blogs

Mapping Our Paths: The Fascinating Reasons Behind Our Road Networks

The story behind the asphalt: Explore the geographical, historical, and planning influences that shaped our modern road systems.

Neighborly Navigations: Resolving Disputes in Non-HOA Communities

No HOA, no problem? Learn how to navigate neighborly disputes effectively in communities without formal management.

Vintage Years of Vision: Four Times Hollywood Hit Cinematic Gold

Like fine wines, certain years in film history stand out for their exceptional quality and the enduring impact of the movies they produced. This article explores four such landmark years, presented chronologically, that many cinephiles consider to be among the greatest in cinematic history.

Green Means Growth: How Environmental Responsibility Can Boost Your Business

It might seem like a secondary concern when facing immediate business challenges, but embracing environmentally friendly practices can actually be a powerful strategy for improving sales, attracting top talent, strengthening your brand, and even saving money. This article explores the tangible benefits of going green for your company’s bottom line and long-term success.

The Forgotten Beauty: Unearthing the Story of the Volkswagen Karmann Ghia

Beyond the iconic Beetle and the groovy Microbus, Volkswagen produced a surprisingly elegant and often overlooked sports car: the Karmann Ghia. This article explores the history, design, and enduring appeal of this “poor man’s sportscar” that has become a sought-after collectible.

Peace of Mind at Home: Building Your Essential Supply Stockpile

Recent global events have highlighted the importance of being prepared for the unexpected. This article outlines key non-perishable food items and essential household supplies that every homeowner should keep on hand to ensure comfort, security, and resilience during unforeseen circumstances.

Faded Glory: Remembering the Sports That Once Ruled Our World

Remember when these sports were huge? Take a trip down memory lane with harness racing, bowling, boxing, and poker, and explore their shift in popularity.

Shielding Your Dream: Essential Insurable Risks Every Small Business Faces

Protect your small business! Understand key insurable risks like liability, vandalism, theft, employee injuries, and business interruption, and how insurance can help.

Finding Your Financial Foundation: Understanding the Minimum Life Insurance You Need

What’s the minimum life insurance you really need? Learn about covering final expenses, debts, and providing immediate financial relief for your family.

The Century-Long Rumble: The Epic Rivalry Between Ford and Chevy

Relive the classic Ford vs. Chevy rivalry, from the Model T era to the Mustang vs. Camaro showdown and today’s truck dominance.