How to Handle Negativity in Business

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The world is too critical. Everything about you is critiqued in Instagram, YouTube, Facebook, and Snapchat. Your business or the work you do for someone else is treated the same. Handling negative feedback comes down to one action: silence. Do not respond to negative comments or haters.

How about customers? Well, you have to reply to customers, even those canceling the service or returning the product. Handling these is a one-word action as well: apologize. Accept blame for their dissatisfaction and offer a solution. This could be a contract amendment, discount, or refund, to name a few. Also, accept blame immediately. The longer you wait, the more their loyalty diminishes.

Preparation is key. So, prepare rebuttals, or responses, to negative feedback you get in the future. Save them in a folder on your desktop or a shared folder. Always be prepared for the worst.

Depending on your business, you will need to stay current with your online reputation. Google yourself and your business name weekly. Check Yelp, YouTube, Facebook, TripAdvisor, or any other medium in your industry. Also, create a BBB (Better Business Bureau) profile.

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