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

The Halloween Legacy: Protecting Your Family’s Future with Life Insurance

A thoughtful guide to life insurance as a legacy for your family.

Don’t Get Spooked: Navigating Halloween Night with Your Auto Insurance

A guide to safe driving and auto insurance on Halloween night.

Beyond the Goblins: Protecting Your Home from Halloween Night Risks

A guide to protecting your home and managing liability risks on Halloween night.

October Adventures: 5 Must-Do Activities for the Fall Season

A guide to 5 fun and unique activities to do in October.

October Operations: Protecting Your Business for the Rest of the Year

A guide to fall business insurance review and risk management for entrepreneurs.

The October Promise: A Time to Secure Your Family’s Future

A thoughtful guide to understanding life insurance and securing your family’s future.

October Driving Prep: Get Your Car and Your Policy Ready for Fall

A guide to preparing your car and auto insurance for the fall season.

The October Home Check-Up: Securing Your Home for the Fall Season

A guide to fall home maintenance and home insurance review for the month of October.

The Wanderer’s Playbook: The Art of Traveling on a Budget

A practical guide to finding and saving money on travel adventures.

The Entrepreneur’s Toolkit: From Startup to Success, Insuring Every Step of the Journey

A phase-by-phase guide for entrepreneurs on the essential business insurance policies they need.