SOCIAL STAR TIPDon’t be defensive. Even if the commentis innacurate, be sure to respond in a positive and friendly manner.

If possible, provide an apology and a solution. This is youropportunity to turn a disgruntled customer into a brand advocate!

SOCIAL STAR TIPReread your final draft before sending.Ask yourself if you would feel Okay saying it to a customer’s if yourboss was there.

SOCIAL STAR TIPDon’t be tempted to solicit positive reviews to “push” the negative reviews down. Address any negative posts publicly and let your quick response & customer service speak for itself.

Questions about how to handle a negative post/review? Email us at social@brookdale.com. We are here to help!

Here is an example

If a negative comment or review happens on your community page follow these tips to handle it like a pro!

Negative Facebook reviews or comments can be startling, and even scary. It’s hard to hear someone say something negative about a community that we care a lot about; especially when we know their claims may not represent what life in our community is really like.

How to handle negative comments & reviewsDIFFUSING THE BOMB