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How to deal with negative comments or a brand reputation crisis?


Papon
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  • 6 months later...

Hi Friend,

There are extensive resources written on how to respond to negative reviews, but here are some quick tips to help get you started:

  • Apologize, even if you feel like your organization wasn't in the wrong.
  • Take accountability for the issue and don't attempt to pass off blame.
  • Respond briefly and quickly when possible.
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  • 8 months later...

Here are some quick tips to deal with negative comments or a brand reputation crisis
1. Apologize, even if you feel like your organization wasn’t in the wrong
2. Take accountability for the issue and don’t attempt to pass off blame
3. Respond briefly and quickly when possible
4. Seek understanding by asking questions
5. Promise to fix the problem in the future
6. Fact check before responding to confirm the review is authentic
7. Personally, follow-up after the resolution to ensure the original poster is satisfied.
8. Remember that response time matters
9. Be human, be transparent, and never go negative.
10. Respond publicly before and after moving to a private conversation.

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