How To Respond Well To Bad Reviews And Internet Trolls

Any business owner knows the value of a great review. Positive reviews can help to raise awareness of your brand and business to new heights and bring in new customers.

Online Reputation Management Service, ORM. Removing Negative or Fake Business Review.

However, when a business receives a bad review or negative comment on social media most people don’t really know how to react properly. Many, feeling that their baby is being attacked, will strike back without a moment’s thought in order to set the record straight or shut down their social media accounts in order to cut off any further pain. These are two of the worst actions to take and very likely will damage your business’ reputation more than any bad review or comment can.

Improvement Is Only A Bad Review Away 

No one likes getting told they are less than great and getting a bad review or negative comment on your business social media can seem like an outright attack. But this is what doing business is about – you have to take the good with the bad and the bad often times offers much more insight than a great review ever could.

Bad reviews and negative comments offer your business the opportunity to improve by pointing out where there are weaknesses in the operation. This allows your business the ability to correct those issues and become an even better resource for its customers.

How To React Appropriately To The Negative

Confident business man contemplating in his office

#1: Calm Down

Any time a review, negative comment, or customer criticizes your business and it causes you to want to retaliate before thinking, take a step back and walk away from the computer. Let yourself calm down and really think about what they are saying.

They are not saying you or your business is the worst (even if that’s the exact words they use). If they are a legitimate customer, what they are saying is your business failed to meet their needs and expectations. They are asking you to do better for them. As a business, that is your job! It’s to meet your customers needs and expectations and if you really want to be an overachiever it’s to EXCEED your customers needs and expectations. That’s what your customers pay you for!

#2: Apologize, Ask Questions, And Listen

After you’ve calmed down, the next step is to apologize to the customer about not meeting their needs and expectations. Tell them you would like to know more information about their situation so you can make things right for them.

This is when you take the conversation offline by asking the customer to contact you or the appropriate associate at their convenience so that the situation can be remedied. Make sure you provide your name, the name of the person they need to speak to (if it’s not you), and the phone number or email to contact.

Keep your response short, sweet, and on point. The standard advice is that this reply should be no more than three sentences. You want to apologize, tell them you want to make it right, and give them the information they need to contact the person who is going to help them. No more, no less!

#3: Do The Right Thing

Now, of course, once the customer contacts your business this is where you must shine. If the customer has a valid gripe, which most do, your business needs to do everything it can to make it right by them.

Always remember that your customers can go anywhere to get the services you offer but they chose your business to give their hard-earned money to. They deserve to get great quality and service every time.

#4: Ask For A New Review

Once you do right by the customer and they are happy, politely ask them if they would kindly update their review. Most review sites don’t allow the bad review to come off but many allow the reviewer to either update their bad review or write a new review to counter the bad one.

If, for some reason, the customer refuses or just doesn’t update their bad review don’t despair. There are other ways to get that bad review from generating attention.

How To Get More Positive Reviews

positive feedback concept

Having a few negative or less than stellar reviews of your business is nothing to worry about. If you’re in business there will always be someone that you can’t satisfy. That’s just the nature of business and life in general.

One of the best ways to reduce the impact of a negative review is to get more positive reviews from your customers. The more positive reviews you receive the deeper the negative ones get buried. All you have to do to get more positive reviews is ask for them. Here are a few easy ways to do that.

Ask when the customer has just purchased a product or service. Everyone is happiest when they’ve just purchased something new. Get them at that high point. Having a reminder to write a review printed on the customer’s receipt, delivery slip, or giving them a card with the information on how to write a review are idea ways to get more reviews from them.

Ask every time you email your customers. Chances are if they are on your email list they like your products and services. Remind them of how to leave a review and ask them if they would be so kind as to do that for your business. Most people will do it if reminded enough times.

Ask your social media followers. Again, people usually only follow those brands and services that they like. Posting a reminder from time to time on social media to leave a positive review will get more people to do so.

Ask your customers to check-in. Most people have smart phones with apps downloaded of their favorite social media platforms. Many of these platforms have the ability for people to check-in to a place of business. Gently remind your customers to check-in when they are at your place of business. Posting check-in stickers on doors and business cards will also remind them to check-in. When a person checks-in to a place of business most social media platforms will ask them to review their visit. If you’ve provided an outstanding experience for them they will more than likely give a great review.

What To Do About Negative Nellies and Internet Trolls

Young woman shouting into a megaphone

If you’ve been on social media long enough you know that there are some people on there that only want to stir things up. Either they are a person who just likes to gripe no matter what you do to try to rectify the situation or they aren’t even customers. These types of people are called Negative Nellies or Internet Trolls.

They take pleasure in getting a reaction from whoever they can and social media is a great platform that provides a huge audience for them. The more attention the better.

Here are a few methods for dealing with these types of people on social media.

Respond directly, politely, and succinctly. Follow all of #2 above – apologize, ask questions, and listen. If they refuse to take the conversation offline and continue with the negative banter online, do not respond any further. You’ve offered them the first step of the solution and everything they need to get started. Now it’s their turn to take the appropriate action.

Ignore them. Not every negative review needs an answer. If it’s apparent that the review is written by a troll or someone looking for attention, ignore them. If a review is totally off subject, there’s no name or photo, or you are positive this person has never interacted with your business then act like it doesn’t even exist because, in reality, it doesn’t. Your real customers will know when a negative review is authentic or not so don’t worry about these. Just let it go.

Block or report the offender. When it becomes apparent that this person is just someone who wants to stir things up there are several things you can do to mitigate any possible damage they might cause.

First, if the person continues to cause issues, begins to bully, or harass, you can report the person to the security division of the social media platform. This will open a review and the security team will decide if the person should be banned from the platform.

Second, you can block them from your social media page. All platforms have a way of removing people like this from your page. This will stop them from being able to comment or even see your page any longer.

When To Get Help


Let’s face it, running a business is hard and there are so many moving pieces that it’s hard to keep up with them all. Social media is usually one of those pieces that frequently gets pushed to the side when there’s so much going on.

However, social media is a very important part of your businesses’ marketing plan and shouldn’t be pushed aside like the red-headed stepchild. Always remember that you don’t have to be the master of all things. It’s alright to ask for help. There are Social Media Management services that can do all this for you. If you’re not an expert in social media it’s usually best to leave it to the experts.

NetSource Media has a team of experts to help you with all your business needs from website development to social media management. Give us a call today at (800) 709-3240 or click here to email us to get started.

Creating Videos For Your Dealership’s Social Media

Before getting into the how of making how-to or tips and tricks videos for your dealership’s social media, let’s go into the why. It’s a fact that many studies reveal that people who view video online are nearly twice as likely to make a purchase as non-viewers. When it comes to Facebook, videos are shared 12 times more than links and text-based posts combined. 82% of Twitter users watch video content on Twitter. Almost one-third of total internet users are on YouTube. 45% of people watch more than an hour of Facebook or YouTube videos in a week.

When it comes to using video for business marketing, 51% of marketing professionals worldwide name video as the type of content with the best ROI, the revenue of marketers who use video grows 49% faster than non-video users, and videos up to 2 minutes long get the most engagement from watchers. It’s also interesting to note that 46% of video viewers take action after viewing a video.

So do you need any more reasons to get on the video bandwagon? Probably not! So how do you go about making these types of videos and what kind of equipment do you need? It’s not as hard as you might think. Here are some pointers to get you started.

What Equipment To Use

Showing off her cooking skills on cam

There is no need to get expensive video equipment unless you really want to. These days most smartphones have everything you need to record a great video as long as you pay attention to the lighting where you’re filming and the audio. Make sure you’re in a place without a lot of external noise other than the people speaking in the video and make sure the lighting is bright enough to see everything you’re trying to film. If you do these two things your videos will be perfect for your social media pages and website.

If you would prefer to use a video camera then there are so many digital cameras out there with great video recording capabilities that are really inexpensive. I would suggest you also get a tripod to keep the camera steady, and have someone to assist with the filming because you can’t obviously be IN the video AND operating the video camera at the same time.

The other thing you might want to get is some video editing software but you can find easy to use software for free or very low-cost online. Just take a look around and find one that appeals to you and run with it. You’ll be a video expert in no time.

Coming Up With Ideas For Videos

Thinking concept

Now the place where most people freeze like a deer in headlights is trying to come up with ideas for videos. However, finding ideas that will engage your viewers is really not that hard. People love to watch videos and they really love to watch videos of things they’re interested in. Your social media followers have already told you that they are interested in what your business sells by following your social media accounts. So relax and start thinking about what they want to see, learn, or hear from you. Give them what they want and you’ll see your engagement and leads increase in no time.

Listen To What Your Customers Want

The best way to come up with ideas for your How-to or Tips and Tricks videos is to listen to your customers. What questions do your sales people get asked the most? What questions do your service people get asked the most? What are people calling your dealership and asking about? What kind of questions are your followers asking on your dealership’s social media pages? They are begging you for answers to these things so give them the solutions they’re looking for.

Ask Questions

Another way to get ideas is to ask your customers and followers on social media what some of their questions are about the different models you sell, issues they are having with their trailers and RV’s, and other things they would like to know to make their ownership of your products more enjoyable.

Give Tours

People also love to see tours of the RV’s and trailers you have in stock. Giving them a personal tour of the vehicles you have on the lot is one way to pique their interest and get them to come in to see more. Making a video of the deal of the day, week, or month is another way to get them interested, engaged, and ready to take action.

Get Personal

Your followers want to know who you are and what your business is about and one great way to do that is to create videos that introduce them to your staff. Let them know who will be taking care of them when they come in to buy an RV, get their RV serviced, or have a problem.

If your dealership is family owned and operated, introduce your viewers to the family and the mission of your dealership to treat them like they are part of it. Share any great moments your employees have. Did one of them make employee of the month, get married, have a baby, buy their first home or RV? Let your viewers celebrate with them by making a video about it.

Sales And Events

Are you having a sale, an event, or going to a trade show? Make a quick video to tell them about it and then follow it up with clips during the sale, event, or trade show. Interview people, have them give testimonials about your dealership and services. Invite your viewers to come down, say hello, and take part in all the excitement but also show the viewers that can’t come to the event what they’re missing so everyone feels like they’re part of the excitement.

Get Creative

Don’t be afraid to be creative either. Have fun. Show your customers that you’re down to earth and waiting to help them with anything they need and that you’ve got a sense of humor and fun. People connect and respect those that they can relate to and showing your fun side does just that.

With the ideas laid out here and your own imagination there is no limit to the videos you can create and no limit to the return on investment they will provide to you and your dealership. Just remember to keep your videos on point and professional too. Now what are you waiting for? Your customers and social media viewers are waiting to hear from you!

Need help with your social media? NetSource Media can help your dealership achieve your social media goals. Click the Contact Us button below to start now!

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J&R Trailer Sales Launches New Website

NetSource Media is proud to announce the launch of a re-designed and updated website for J&R Trailer Sales and Rentals. They are located in Appleton Creek, Ohio and have been serving the area since 1990.
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