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SOCIALSTARTIP
Don’tbedefensive.Evenifthecomment
isinnacurate,besuretorespondina
positiveandfriendlymanner.
Ifpossible,provideanapologyandasolution.Thisisyour
opportunitytoturnadisgruntledcustomerintoabrandadvocate!
SOCIALSTARTIP
Rereadyourfinaldraftbeforesending.
AskyourselfifyouwouldfeelOkay
sayingittoacustomer’sifyour
bosswasthere.
SOCIALSTARTIP
Don’tbetemptedtosolicitpositivereviewsto“push”thenegative
reviewsdown.Addressanynegativepostspubliclyandletyourquick
response&customerservicespeakforitself.
Questionsabouthowtohandleanegativepost/review?
Emailusatsocial@brookdale.com.Weareheretohelp!
Hereisanexample
Ifanegativecommentorreviewhappensonyourcommunitypagefollow
thesetipstohandleitlikeapro!
NegativeFacebookreviewsorcommentscanbestartling,andevenscary.
It’shardtohearsomeonesaysomethingnegativeaboutacommunitythat
wecarealotabout;especiallywhenweknowtheirclaimsmaynotrepresent
whatlifeinourcommunityisreallylike.
Howtohandlenegativecomments&reviews
DIFFUSINGTHEBOMB

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