Charlotte Lloyd

Always own your mistakes..and do not delay or hesitate. Owning errors demonstrates accountability and shows that your brand is willing to take responsibility for its actions. This openness then helps to defuse any anger and frustration, turning a negative situation into an opportunity for building trust. Consistent transparency builds long-term credibility. Outline the steps you’re taking to rectify the situation. Customers appreciate knowing that you have a concrete plan to address their concerns. When customers see that you are honest and proactive in addressing issues, they are more likely to feel confident in your brand and remain loyal despite any setbacks.

It's crucial to avoid getting drawn into public arguments or displaying negativity in your responses. Engaging in conflicts can escalate the situation and further damage your reputation. Use a constructive tone that reflects your brand's values. This means responding with understanding, respect, and a focus on solutions rather than blame. By staying positive, you create an environment where respectful dialogue is encouraged. That way you de-escalate tense situations but also set a standard for how your community interacts. When your audience sees that you handle criticism with grace and professionalism, they're more likely to trust and support your brand and stay loyal to you, become new customers, meaning better brand credibility

Whenever you get negative feedback, what I found the most helpful is to get on a call with the people or offer to meet them in person, you learn far more that way and can better decide the solution you are going to provide. People find social media convenient to give feedback but getting on a call and/or meeting in person goes a long way to solving the situation. Plus you are taking ownership that way too and it is will mean you grow. Success comes from the number of uncomfortable conversations you are willing to have.

Acknowledge the feedback and do not let your ego get in the way here, lean in and understand why you got this feedback before you respond...Keep a track of it and do not ignore it, negative feedback represents an opportunity, usually in disguise. Ask "how could I do what I did differently?" Above all stay professional. Calmness, politeness go a long way as does avoiding arguments. Provide context and empathize: clarify misunderstandings and share your perspective. Do not be afraid to be judged but do put yourself in the customers´shoes or whoever it was who gave you the feedback BEFORE you choose to respond to it.