Keep Them Happy: How to Adress the Good and Bad

Tina Fronk
May 4, 2012

By now, businesses have learned that ignoring social feedback hurts their reputation and consequentially, their profits. It's necessary to reply to customers' feedback, whether good or bad.

However, there are rules to be followed. Ultimately, you want to ensure that the customer leaves happy. Sam Keninger's article on mashable.com outlines seven tips on how to respond to feedback. Commenting and responding to feedback engages you with your customers and shows them that you are interested in their thoughts and opinions.

Keninger stresses the importance of timeliness. You need to be aware of when things are posted about your business and then respond in a timely manner. Creating a sense of urgency in employees makes them keen to feedback and faster responses.

It is important to reply both good and bad feedback. It shows that you are involved in fixing the problems, but also that you appreciate customers and their insight. Responses should be genuine; do not auto respond! Comment streams are visible to all users. This means that users can see all the comments and notice a pattern of auto respond comments.

Be clear, concise and professional. Although negative feedback hurts, it is crucial to not take it personally and maintain a professional tone. Responses should be short, address the issues and thank the customer for pointing out issues.

Do what you say. If you say you will fix an issue, then do it. Customers will notice if the same problem keeps occurring. For more of Keninger's tips, check out his article: How to Turn Negatives Into Positives

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