Businesses are reporting an increase in malicious negative online reviews because of the increasing demands of gaining positive feedback from customers. These reviews are the result of negative interactions with customers, which result to criticisms and complaints. This is the reason why companies need to be careful in dealing with such reviews. They need to have a strategy in dealing with such reviews. Below are some ways that have been proven effective for business enterprises in dealing with negative feedbacks.
One of the first steps that most businesses encounter an increase in negative feedback is by avoiding forums that are considered “sensitive.” For instance, online forums where customers can voice out their complaints are often considered “sensitive.” These forums are utilized by competitors as a means of criticizing your business. If you are on the receiving end of such criticism, you might experience an increase in negative feedback. Therefore, it is important that you avoid forums that are considered “sensitive.”
Another way that many businesses encounter an increase in negative feedback is by not acknowledging receipt of feedback at all. This is often a form of cheating, since the sender of the feedback will not know whether you acknowledged receipt or not. If the issue was escalated to this extent, the sender may consider your response as “displeasing” and “unhappy.” Basically, acknowledge receipt of the feedback but do not acknowledge receipt in writing. It is advisable to state your response in your blog or Facebook status. This will make it clear that you have read the feedback and are unhappy about it.
Another approach that business enterprises can take in dealing with negative feedback online is by not responding to negative reviews. There are several reasons why this is a wise move. First, by not responding to reviews, the reviewers might decide that you are not worthy of their time. Second, by not responding, the reviewer might choose to leave a different review about you. Third, if you do not respond to the negative feedback, the reviewer might include your name in the negative feedback list. This is a very serious issue, because you can never be too safe when it comes to the reputation of a company.
As mentioned earlier, it is important for business owners to deal with the negative feedback in a polite and professional manner. Businesses should respond only to positive feedback from customers. Avoid getting involved in the negative feedback, even if you find it to be true. By so doing, you can be sure that the reviews written about you are fair and accurate.
It is important that you prevent the occurrence of malicious negative, online reviews. You can do so by not taking part in the negative feedbacks, by avoiding interacting with the people who have written the reviews, and by protecting your company’s reputation. For more information on how you can protect your business enterprise from these reviews, it would be better if you research about it online. There are lots of helpful articles available.