Duncan suggested business owners see negative comments as learning opportunities, identifying areas for improvement.
"People who do respond tend to take offence that somebody has dared to put a negative posting up about them. You can't take it personally. You have to see the criticism in a constructive light and become solution-orientated."
He recommended starting a response by thanking the person for highlighting the issue, letting them know it was being investigated and what actions were being taken.
It was also possible to contact site managers about removing poor historical reviews and happy customers should be encouraged to post positive experiences. Positive comments should be milked for all they were worth by sharing them on other media and using them to benchmark strengths.
"We are often so afraid of Tall Poppy Syndrome, we undervalue good news, but you really do have to accentuate the positive."
It was important to respond quickly. "If good news travels fast in social media, bad news travels even faster. If someone makes a critical post about your business, you have to think about the audience that is going out to. Facebook alone has 80 million users around the world."
Duncan is conducting customer service workshops at the Distinction Hotel, 8.30am-4.30pm, Monday, November 28. Cost $35 plus GST, discounts for booking all six. For details visit www.rotoruanz.com or contact Peter by email at theweddingguy@xtra.co.nz
