PHILADELPHIA (February 1, 2016)– Marc Brownstein gives tips on how to handle negative online reviews in the latest edition of the Philadelphia Inquirer’s PivotPoint Feature, powered by Comcast Business.
“There are two kinds of negative reviews: constructive criticism and cheap shots,” says Brownstein. “Let’s first address the former. When someone posts a helpful, but negative comment, be responsive. You can respond on your site, or direct message the individual and take the conversation offline. Either way, thank the person, be humble and candid in your approach. Let the reviewer know he/she has been heard, and if you are able, that you intend to correct the complaint.
If the review is just an angry individual hiding behind a computer/mobile device, then you can either delete the message, or respond offline as well. Or both.”
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