We see it all the time! Many clients are afraid to post anything controversial because they don’t want any negative feedback. Or worse… They delete negative feedback. I know you’re thinking… Why in the world would I want negative feedback? So, I’ll get right to the point.

1. It lets you know what is being said about your company. 

When someone posts negative feedback, it’s either true, or it’s not.

If it’s true, you need to fix it! (We understand that mistakes happen and this is a golden opportunity!) Reply back to the person, let them know that’s not how you like to do business, and ask them to come back sometime so that you can make it right. (Usually, you don’t want to offer to discount what they’ve already purchased because you want to get them back in the store to show them how wonderful your company can be.)

If it’s not true, you need to correct them! If someone has made a false statement about your business you need to let them and everyone who’s seen it know that it is a false statement and why. Then, ask them to come down to your business and see for themselves!

2. It gives you credibility.

People won’t believe that everyone says great things about you all the time.

Your consumers don’t want to see a doctored up version of your company. They want to see the truth and the truth is… No one is perfect and no one will believe it if you claim to be.

3.  At least people are talking about you!

All news is good news!

Okay, so it may not be the feedback you want, but the more people post, the more attention you’re going to get! Plus, if you have a good following and loyal customers, sometimes, they will fight your battle for you. (And that really shows that you have a great company!) As long as you turn the negative into a positive, you have done what you need to and gotten traffic to your blog or social profile in the meantime.

2 times it’s okay to delete or edit a post:

1. When the post contains foul language.

Foul language is offensive and should not be tolerated. If you can edit the post, we encourage you to edit out the language. If not, delete it, then post why you deleted the comment and offer to let them repost if they can clean up their language. (More times than not, they’ll let it go.)

2. When the post is offensive or threatening to a certain race, gender, religion, etc.

(If it’s threatening to ANYONE, it should be taken down immediately.) If this post could be offensive to others, you should again, either edit or delete and post why you chose that action. There is no need for this nor should it be tolerated.

Keeping track of everything that people are saying about you online can be a full time job. At Transformation Marketing, we offer reputation management with most of our social packages and would be happy to take on this task for you!

800-618-1215