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I think most people remove them. Especially at the beginning of the business you almost have no choice. But management needs to seriously address the underlying concerns here. Go to the source of the problem and offer better service. Period end of story.
I've found that if you have the ability to delete negative comments (and do so), that they will keep coming back or make the reviewer want to post somewhere else. I think that the best thing to do is to respond to the comments with the information you have on hand, like maybe why the service has been poor and what you're doing to fix it, or what is causing the business to have those challenges. Transparency and communication go a long way with customers/clients, especially if you invite them to stay in contact and figure out a resolution.
This is something that if you truly want to solve it you need to address the problem head on, show them some empathy and offer a solve. You can simply say “hey email our team here” or “please send us a DM we’ll take care of you”…and even if you aren’t able to do much it still shows that your team is trying!
Not all negative comments can tarnish your brand. You need some in order for others to see how you were able to address the issue. If the comments are personally attacking you then you can delete them.
We keep some of them which contain constructive criticism. That's one of the ways to improve our services. You can also sign a person to entertain their concerns.
I don't think so. Most people remove them on their own accord. You just need to identify the cause of the problem.
Well, it can. But I don't think the effect would be that big. Reach out to them directly and offer a solution.
Not really. But why do you have to delete them? Deal with the users directly. Be more transparent and let the other users see the comments.