Whether you're a small or large school/organization, feedback matters from those you serve. But it can be tough to navigate online feedback. Consider the following when dealing with the negative feedback:
- Seek a solution. Post a response and offer a way to turn the situation around. Always extend an olive branch if you can.
- Don't treat all comments equally. Anonymous comments should never receive the same attention as authored comments. In fact, you may wish not to respond to anonymous comments.
- Invite comments. If you're open to hearing input, you're more likely to hear positive things. Create forums for discussions about the service you provide. Allow people to 'have their say' by posting testimonials and keeping social media lines open for their comments.
Adapted from "What Angie's List Knows About Customer Reviews" by Angie Hicks.