As a small business owner, navigating the world of social media reviews can be daunting. A single negative review can feel like a personal attack and a potential threat to your brand’s reputation. However, handling these reviews with grace and strategy - as well as the support of a trusted advisor - can actually strengthen your brand and demonstrate your commitment to excellent customer service. 

In this two-part series, I’ll walk you through 10 effective strategies to protect your business from the impact of public negative feedback. This week we’ll look at the first 5 strategies.

Most likely, reading negative feedback on social media will rattle you and you’ll feel it in your body. But it’s important to stay calm. This is not to say that your emotional response isn’t valid; it certainly is. It’s easy to take negative reviews personally, especially when you’ve put your heart and soul into your business. So if you need time to process the emotions, take the time. Then revisit the situation when you are calm. Whatever you do, DO NOT immediately respond publicly to the criticism. A calm and composed approach is necessary to handle the situation effectively. 

Once you’re in a calm frame of mind, carefully re-read the review with the lens of understanding the writer’s perspective. This initial assessment will help you determine the best course of action.

Then to assess the situation effectively, ask yourself the following questions:

• What is the main issue the customer is highlighting?
• Is this an isolated incident or part of a broader pattern?
• Can the issue be resolved quickly, or does it require more in-depth attention?
• Is this an opportunity for me to learn something new or adopt new ways of doing business?
• Is this an opportunity to turn an unhappy customer into a raving fan?

By answering these questions, you’ll be better equipped to formulate a thoughtful and appropriate response.

In the fast-paced world of social media, a prompt response is crucial. A delayed response can give the impression that you don’t care about customer feedback or that you’re not attentive to your online presence. So after you’ve assessed the situation, aim to respond within 24 hours to show that you are proactive and engaged.

When crafting your response, be sure to:

• Acknowledge the review and the issue raised.
• Express empathy and understanding.
• Outline your plan to address the problem.

For example, a timely and effective response might be: “Thank you for your feedback. We’re sorry to hear about your experience and would like to make it right. Please reach out to us directly so we can assist you further.”

This seems obvious but is worth mentioning: it’s essential to maintain professionalism and courtesy in your response. Even if the review is harsh or unfair, responding with kindness and respect reflects your brand well. Avoid getting defensive or dismissive, as this can escalate the situation and damage your company’s reputation.

Use language that is calm, respectful, and aligned with your brand’s voice. Here’s an example: “We apologize for any inconvenience you experienced. We strive to provide excellent service and are committed to resolving this issue to your satisfaction.”

When addressing the issue raised in the review, be specific and transparent. If the problem resulted from an error on your part, acknowledge it and explain the steps you’re taking to rectify it. This honesty helps build trust with your customers.

For instance, if a customer complains about a defective product, your response could be: “We’re sorry to hear that you received a defective item. We are issuing a full refund and sending a replacement immediately. We are also reviewing our quality control processes to prevent this from happening in the future.” If you’re at all in doubt about how to appropriately address the specific issue in a way that doesn’t put your business at risk, call me and I’ll walk you through it.

Taking the conversation offline often leads to a more satisfactory resolution. By offering to discuss the issue privately, you show your willingness to handle the situation discreetly and professionally. This approach also prevents a prolonged public debate that could attract more negative attention. You don’t want that.

Here’s an example of language you could use: “We appreciate your feedback and would like to discuss this further to resolve the issue. Please send us a direct message with your contact details, and we will get in touch with you promptly.”

These 5 strategies will help you handle negative public criticism on social media, but these are not the only strategies I have for you! Come back next week for 5 more strategies to protect your business and your brand.

As your trusted LIFTed Business Advisor, I understand the critical importance of effectively handling negative feedback to protect your brand’s reputation. Having support and strategies for responding to negative reviews not only helps you build trust with your customers but also prevents potential conflicts that could harm your business. That’s why I offer a comprehensive LIFT Business Breakthrough Session where we’ll analyze your current business foundations - including protecting your business from risk - and develop a plan to address any gaps. Together, we’ll ensure that your business is well-equipped to handle criticism constructively. With my support, you can confidently engage with your customers, safeguard your brand’s reputation, and focus on what you do best—growing your business.

Book a call here to learn more and get started today.

This article is a service of a Personal Family Lawyer®. We offer a complete spectrum of legal services for businesses and can help you make the wisest choices with your business throughout life and in the event of your death. We also offer a LIFT Business Breakthrough Session™, which includes a review of all the legal, financial, and tax systems you need for your business. Call us today to schedule.

The content is sourced from Personal Family Lawyer® for use by Personal Family Lawyer® firms, a source believed to be providing accurate information. This material was created for educational and informational purposes only and is not intended as ERISA, tax, legal, or investment advice. If you are seeking legal advice specific to your needs, such advice services must be obtained on your own separate from this educational material.

We offer a complete spectrum of legal services for business owners and can help you make the wisest choices on how to deal with your business throughout life and in the event of your death. We also offer you a LIFT Your Life And Business Planning Session, which includes a review of all the legal, insurance, financial, and tax systems you need for your business. Schedule online today.