How do you deal with negative reviews and comments?
Each negative review or comment should be analyzed separately, but here are some general rules to follow in such situations :
* Stay calm and try not to take them personally.
* Reply as soon as your emotions cool down.
* Avoid open, public disputes. Try to contact a negative comment author directly: via an e-mail, direct message, etc.
* Keep your reply positive.
* Apologize, if needed.
* Provide the explanations, if needed.
* Agree to disagree – very often it is the best solution.
* Generate the positive comments to “balance” the negative impression.
* Take the lessons learned to avoid similar situations in the future.
* Use the “Hide comment” function, if needed. Abusive or offensive comments should be always hidden, deleted, or reported.
