A Factsheet from
One bad review is tough. But what if the issue is bigger? A customer complaint goes viral. A poorly worded sign causes offence. You’re being targeted in the local paper or dragged in a community Facebook group.
Stay calm and don’t argue online
Responding in anger (or defensiveness) makes it worse. Screenshots are forever. Say less, say it well.
Acknowledge, don’t avoid
If something went wrong, own it. “We’re sorry. We got it wrong. We’re taking action.” That earns respect, even from critics.
Contact the person directly
If it’s a customer, message them calmly. Offer to speak. Many complaints defuse in private. Don’t fuel the fire in public.
Talk to your community
Use your platforms to explain, reassure, and re-centre. Be human, not corporate. “Here’s what we learned. Here’s what we’re doing differently.”
Get professional advice
If there’s legal risk or media attention, a quick chat with a PR or legal adviser may save major damage.
Monitor and learn
Use social media alerts. Track sentiment. Learn what resonated and what caused the reaction. Improve.
Move forward
Don’t dwell. Negative press passes, especially if you respond well. Keep doing great work and let your actions rebuild the story.
Register at http://www.business111.com for more factsheets By Liz Barclay
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