The goal is to understand how the candidate deals with negative press. Negative press is something any marketing strategy has to take into account and have a plan to deal with.
What to look for in an answer:
- Do they feel comfortable talking about the issue of negative attention?
- Are they able to produce a plan for converting negative attention to positive branding?
- Do they see a negative post as an opportunity rather than a setback?
Example:
“I would take the opportunity as a representative of the brand to address the customer in a respectful and holistic way, assuring them that our brand feels accountable to making the customer happy and discussing how we can best accomplish that in the customer’s future interactions with our brand.”
In your response, restate the reviewer’s initial issue. This shows the reviewer that you have taken the time to read and internalize their concerns. Use their name, as well, to acknowledge them and to help make it a personal response.
Here are 9 steps for effectively handling negative reviews:
- Don’t Take it Personally.
- Respond as a Business Owner.
- Don’t Allow Posts on Your Facebook Page.
- Always Respond, No Matter How Busy You Are.
- Restate the Complaint.
- Don’t Make Excuses for the Problem.
- Highlight Your Strengths.
- Resolve the Problem, Even If It Costs You.