How to Respond to Your Critics

by Hostway

Find out how you can respond positively to online complaints and criticism of your business.

You know that old saying, “You can’t please all the people all the time?” Even the companies with the best products and customer service have critics. But the Internet and social media amplify critics’ voices, giving them a large and receptive audience. It could hurt your business if you don’t have a good response.

Monitor the Internet for Comments

Social media communications strategies include monitoring comments out there on the Internet. Identify and counter criticism rather than letting it stand on its own as the undisputed truth.

Let Your Initial Reaction Subside

You poured your heart and soul into building your business, so naturally it stings to see it criticized. Don’t respond to a negative comment until you put that feeling aside. An emotional response hurts your credibility.

Assess the Truth of Negative Statements

When you find a criticism of your Web site, determine whether it’s true. Answer honestly. Has the critic identified a weak link in your brand?

 



Respond Professionally

Your response must demonstrate your professionalism and commitment to customer satisfaction.

Unfounded Attacks

If the criticism is blatantly false, contact the Webmaster and politely ask them to remove the comment. Remember, the Webmaster didn’t write the comment, so keep a friendly tone. If the Webmaster doesn’t delete the comment, write a rebuttal and post it on the site.

Negative, but True

If the critic has a valid point, write a response that acknowledges the truth in the statement. Take a positive approach: explain how you are correcting the situation and highlight some things you’ve done right. Also, consider offering the critic a refund or special offer to give your business another try in your response. This action will demonstrate to other readers that you have a real commitment to customer satisfaction.

Winning the trust of the audience at large is more important than converting a single critic. Stay positive and show that you care enough about your customers to engage in honest dialog, and people will reward you with their business.

Hostway Corporation helps small- and medium-sized businesses increase sales with innovative web hosting packages that include an easy-to-use web site builder, a built-in mechanism for driving traffic and an email marketing platform. Founded in 1998, the company currently serves more than 600,000 customers across the globe and operates over 250,000 square feet of state-of-the-art data centers with a direct presence in 13 countries, 17 worldwide operation centers and more than 700 employees.

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