How to deal with Negative Comments on your website
Having online customers is an awesome opportunity for your business. The feedbacks from the customers are important as well. It has a dark side too sometimes you may have to deal with the negative comments on your website.
In this article, I am going to mention some tricks to deal with negative Comments. Do not allow the negative people to turn you into one of them. Because a negative pressure/ challenge is an opportunity for you to rise.
Receiving a negative comment not necessarily means that there is something wrong with the policy of your business. In case you receive negative comments on your web your customers will judge you based on various criteria.
- How frequently you reply their queries?
- What is your reaction towards their comments?
- What is the reaction of your other customers?
- What is the outcome of that situation?
Keep calm and cool
Never feel angry when you find a negative review. Don’t reply a negative comment whenever you are in bad mood. Just take a chill and revert it in a positive way. Give some time to collect your thoughts and reply that with Thanks for your valued opinion. Also, take the proactive steps to remedy the situation.
Check if it’s worth responding
Check the worth of the negative reviews say if a negative review posted by the person whose language and opinions are rude. You should ignore these comments, simply you should reply the comments of genuine customers and the concerns raised by high-profile customers.
Share the negative reviews with your staff
Make your employees aware of the reviews you received, no matter it is positive or a negative one. It prevents the similar problem in the future. You can build a customer-centric mindset among your employees.
Find positive in a negative review
A negative review can benefit your business. In the case of the website having all positive reviews and having four and five-star rating could become suspicious. People feel that these reviews are manufactured rather than left by the real audience. The presence of negative reviews seems that they are real.
Encourage the customer feedback
To balance the impact of negative reviews, encourage your clients to leave a review. Remember never influence them by asking only a positive review. You can put signs, window stickers and table topper in your place of business to get the review. Add a column to your invoice or receipt asking the feedback.
Use Spam Filter
Add a spam filter on your website, it is easy to install plugin works in the background. It scans all reviews to ensure you only deal with genuine comments. The famous spam filter is Askimet and there are many other filters you can choose.
Use Moderate Comments
Many website platforms let the administrator moderate comments. This tool strengthens the power to manually choose which reviews to display on your web. It works great than a spam filter, with this tool you can catch the reviews before they go live on your website. You can also preview the comments before the visitors can. It is the best way you can decide a reasonable reply to the rational negative comments on your web. You can also use plugins, a most popular for WordPress sites is Discus.
Fan to fan communication
The fans on your web are having a debate, don’t get involved unless there is a controversial fact arises. However, you need to jump and clarify the comments whenever required. But it’s the best way to stay out of it. In case the debate gets offensive or personal delete the comments and block the user where necessary.
Ready a reply for general situation
It is difficult to respond each and every unique issue from the customers. You can make a spreadsheet of appropriate responses ready for the general situation. Remember to tailor them for a particular concern.
Trolls on your page
Trolling comments includes inappropriate content, rants in all caps, consistently unfounded bashing of your product. It’s obvious when someone is trolling your webpage. Delete and block the comments, it is the best way to deal with these comments.
Design a comment policy
Decide the things which you won’t allow in the discussion on your web and write it down. Even if the document is for you only, give some time to it and design your thoughts before you open the locks.
You can choose a concise route, by adding a short “be cool” section in the footer of your post. Obviously, you need to add one or two describing what “be cool” stands for.
Employ guest authors
It is the easiest way to keep a track on comments and their replies. You can set each guest as a user in WordPress, and have WordPress email that guest every time one of their posts receives a new review.
Remember whenever you employ a guest author it’s your responsibility that no one abuses them. The policy designed by you must militantly protect your guest author, ofcourse they are your guests.
Up to you
Hopefully, you must have some your own ideas coming in your mind based on your policies and rules. You can decide it with your internal staff and existing customers. You can decide to drop public comments and keep them open. On the other hand, you can employ strict moderation policy that leaves no room for negative comments.
The above tips must help you to deal with the negative comments on your web. Surround yourself with makeup, not negativity. Kill the negativity with a positive attitude!
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