Figuring Out Feedback

Dealing with negative feedback and difficult questions can be a test of character. When a comment points out a genuine flaw in your product or service, it can trigger excuses or a defensive response. When the comment is unnecessarily rude, you may want to formulate an equally searing comeback. Dealing with negativity is never fun, but there are ways to turn negative feedback into opportunity.

Written by Erica Rascón

12 / 30 / 15

3 min read

Dealing with negative feedback and difficult questions can be a test of character. shutterstock_264259328 When a comment points out a genuine flaw in your product or service, it can trigger excuses or a defensive response. When the comment is unnecessarily rude, you may want to formulate an equally searing comeback. Dealing with negativity is never fun, but there are ways to turn negative feedback into opportunity.

Pause. Think twice and then respond. Waiting until cooler heads prevail can help to mitigate a bad situation. When you respond in haste while you’re frustrated or upset, it will come across in whatever you write. It’s best to wait, cool off, and maybe take three to five minutes to explore a few responses before settling on one. The one that you select should cast you and your organization in the best light while addressing the heart of the problem.

Identify and analyze the problem. Sometimes the heart of the problem gets lost in the renter’s foul language and snarky remarks. Take a moment to identify the source of the problem and respond appropriately. Act as if the rest of the rant didn’t exist.

Never ignore negative feedback. While ignoring a bad attitude helps, ignoring the complaint altogether will only fuel the flames. You certainly don’t want to delete negative comments, primarily because the commenter will likely troll your account and repost repeatedly until you respond, anyway. Secondly, it will look as though you and your organization are trying to silence the voice of the people which is never a popular approach. Try to address each concern and complaint on your social media to show readers that you’re listening and ready to find solutions with your residents.

Arguments are best resolved one-on-one. Rather than going back and forth in the comments section, end your initial reply with an invitation to communicate one-on-one. Leave your contact information (or the contact info for the appropriate person who can address the concern if it isn’t you). This will minimize drama on your dashboard while showing readers that you care about residents and their concerns.

Let facts speak for themselves. If a comment is based in half-truths or misinformation, your response should include accurate information and the necessary resources to back up your stance. Not only will this address the current issue but it may also answer questions for others who have similar concerns in the future.

The right tools can save you time and money. Yardi RENTCafé™ is an excellent tool for managing your online reputation. One login with RentCafe allows you to control all of your social media accounts for multiple properties in one place. RentCafe Connect promotes resident satisfaction by providing timely assistance and call management, which go a long way towards fostering a positive relationship with the public.

AUTHOR

Erica Rascón specializes in online content creation and social media. She joined Yardi in 2011 after receiving her bachelor's degree from Kennesaw State University and serving in the Peace Corps. Erica's interests include sustainability, philanthropy, and the arts.