More Than A Few Words

Let’s face it: whether it’s a middle school rumor or a scathing online review, negative feedback stings. As business owners, those harsh words often hit close to home because they’re not just about our work—they’re about us. In this episode of More Than a Few Words, I chatted with David Oates, a seasoned crisis communications expert, about how to handle negative reviews and comments with grace. David shared practical advice on how to respond with "empathy and action"—a simple yet powerful approach to defuse tension, protect your brand, and show others that you care about making things right. Key Takeaways: Empathy and Action Are Key: When responding to negative reviews or comments, show understanding without immediately accepting blame. Apologize for the experience and offer to make things right, which reassures current and potential customers of your commitment to service. Avoid Ignoring or Arguing: Ignoring negative feedback implies indifference, while arguing online escalates conflict. Both approaches