3. Can I Control Negative Posts About My Business? How Do I Respond?
Both White-Cabbell and BCI’s Wendi Garrison agreed that the worst thing a business can do is try to delete negative comments made by customers, lest it makes them appear dishonest or that they have something to hide. “We never delete a negative post. We want it to be viewed as an open forum,” said Garrison, noting that BCI’s policy is to escalate the complaint to the department that was discussed to help craft an appropriate response.
“You want to participate in the conversation and turn a negative into a positive,” added White-Cabbell.