How would you handle negative feedback situations about your brand online?

I would follow the below steps to handle this situation:

• Respond (yes, it is% necessary)
• Don’t be defensive, be honest
• Offer an incentive
• Ask for more information
• Take the conversation private
• Be consistent

There’s no way to prepare for negative feedback (like some suggest). Every case is different, and requires some sort of judgement. As long as your social media manager is aware of how to handle negative situations, and understands the expectations for your brand, you should be able to turn these occurrences into future dollars!