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

Buzz Your
Insurance Agent

Search for a local agent with our agent finder map.

Agent Finder

Search All Blogs

Generic filters
Exact matches only
Search in title
Search in content
Search in excerpt

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
Exact matches only
Search in title
Search in content
Search in excerpt

From Ride-Sharing to Reality: 5 Billion-Dollar Ideas Born in the Last Decade

Billion-Dollar Babies: 5 Game-Changing Ideas Born in the Blink of an Eye

Unveiling the Different Players (and Why We’re Your Guide!)

Insurance Companies: Not All Created Equal! Find Your Perfect Match with Our Help

Beyond the Beep Beep: Unveiling the World of Supercars

Supercars: Where Luxury Meets Speed (and Million-Dollar Price Tags!)

Home Sweet Home, Protected Home: Why Upgrades Need Insurance Check-Ups

From She-Sheds to Sunrooms: How Home Improvements Impact Your Insurance Needs

Beyond Nicknames: The (Sometimes Bizarre) Tales of How American Cities Got Their Names

From Coin Flips to Greek Love: Unveiling the Hilarious Histories of City Names (and a Tip for Yours)

Small Biz Squad Unite! Why Independent Insurance Agents Are Your Secret Weapon

Ditch the Corporate Maze: Why Independent Insurance Agents Are Your Small Business Champions

Cracking the Code: Cash Value, Loan Value, Surrender Value – It’s All in the Life Insurance Policy!

Beyond the Death Benefit: Unlocking the Hidden Gems of Your Life Insurance Policy

Buckle Up for Safety: Are Cars Getting Smarter Than Crashes?

From Seatbelts to Superpowers: How Tech is Transforming Car Safety (and How You Can Benefit)

Love Your Home, Love Your Coverage: Smart Tips for Homeowners

Home Insurance Heroes: Avoid These 3 Unforeseen Disasters (and Save Money!)

From Herbie to Christine: Cars That Stole the Spotlight (and Maybe Your Heart)

Hollywood Wheels: 8 Legendary Cars That Revved Up Our Screens (and Maybe Your Insurance Needs)