There is a right and wrong way to respond to negative social media feedback, such as a less than glowing Facebook review.

As disappointing as it may be to read a bad online review, it’s never too late to turn things around. It all starts with contacting the customer to gather more information on what went wrong.

Once you get in touch with the right person, you can ask a variety of questions. This will help clear the air, while also putting you in position to make things right.

Here are seven questions to ask a customer after receiving a bad online review:

  • Can you explain exactly what went wrong?
  • Is there anything we could have done better at the time to help the situation?
  • In your opinion, what lead to the problem?
  • Were you satisfied with the service you received at the time of the issue, or did someone drop the ball?
  • What can we do for you right now to put this problem in the past and change your opinion of our company?
  • Are there any particular questions or concerns I can address right now?
  • What can we do differently in the future to ensure that you’re 100 percent happy with your experience?

While these aren’t the only questions to ask a customer, it’s a good place to start.

As you receive feedback, don’t be surprised if a few additional questions come to mind. You should feel comfortable working these into the conversation, as every question will help show the customer that you care about what went wrong.

Do you have any experience dealing with bad online reviews? What process do you follow when contacting the customer to discuss what went wrong?

For more insights on marketing strategy that actually works for small business, subscribe to the FreshLime Newsletter here. Connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. And last of all, if any of these tips have helped you or if you have anything to add please comment below. We’d love to hear from you!