Dealing with Negative Reviews

Recently I was sent a request to remove a negative comment someone made about a business on a group page where I am a volunteer administrator.  On investigation I found that the comment really was uncalled for and quite possibly incorrectly made.  For all intent and purpose the business had a right to request the comment be removed.  However, I invited the business to leave the comment and here is why:

1. Negative comments can actually work in favour of the business and if handled correctly becomes a way of educating and demonstrating your proactivity to help your clients.  The commitment you demonstrate to listening and then going out of your way to find a mutually beneficial solution not only helps the person giving you negative feedback but shows those reading the review that you are hands-on in helping your clients get what they need.
2. Deleting or removing negative reviews or comments can have the opposite affect to what you think you are trying to achieve.  Removing comments and reviews may make the original poster / complainant more upset and more likely to tell everyone about their complaint. And in fact, Tech companies like Google and Meta make it near impossible for reviews to be removed so why not make the most of the comment and show people how extraordinary your business is in taking care of your people.  
3. Negative comments give you an opportunity to turn disgruntled clients into loyal ones.  If you can quickly and efficiently solve the persons complaint, they will likely return for future business with your organisation.
4. It is much better for you to be aware of what people are saying about you and have it said publicly rather than in social circles where you cannot refute or defend your business.  A negative comment or review provides you with an opportunity to mend broken fences so to speak.
5. Being willing to take on negative feedback can have long term benefits for your organisations.  Not only can it help you make mistakes in the future. Tt gives you the opportunity to see your business from your client’s perspective and possibly will allow you to provide exception service in the future while preventing that same mistake from happening again.  Even if the mistake the person is complaining was not one your company actually did. 
6. Your business’ reputation is way to important to ignore.  And add to that a business with a reputation for deleting negative feedback demonstrates an inability to listen to clients and or an inability to want to change for the better.

Of course, you cannot please all the people, all of the time.  So even if you follow up with a negative review in a positive, proactive way you might not be able to completely solve the client’s dispute.  Still, I strongly advise answering all negative comments and reviews in a positive way because the marketing opportunities to showcase your business in a professional light is way to an important one to settle with either ignoring or deleting the offending review.  And as mentioned can work against your business.   One positive take on a negative review or comment is that while some readers may find such comments beneficial for their decision making processes, others are more likely to gloss over a negative comment in light of other less critical well-rounded reviews. 

---