So you just started your new online business. Your social media pages are up and running, people are starting to use your products and services, things are looking good. You become content that the business is now gaining traction.
BAM!!… It hits you! Out of nowhere a negative review has been posted on your page and your fans are now starting to build a conversation around the issues raised, with the posts increasing in anger as time passes.
You panic, blurt out a few lines on how you value the feedback but refuse to take responsibility. Your answer raises more angry feedback and now you have many fans in open revolt. Seems like a nightmare scenario but actually is a reality for almost all entrepreneurs doing business online.
So how to tackle negative feedback. It is actually pretty simple. Not all negative reviews need to be responded to, some are just attempts at trolling which can easily be separated from genuine complaints.
Here are 6 steps that you can take to tackle negative reviews.
Never panic. A panicked quick response does more damage and leads to bigger problems. Negative feedback hits unexpectedly so it is always better to take a step back and look into the complaint with a cool head. Start off with understanding the feedback and tailor a neutral response that will assure the customer that you are looking into their feedback. Such a response should be given within 24 hours of the complaint.
Once you have articulated a response along with an apology for any inconvenience ask the customer to talk to you in private over chat, phone or any other medium that is convenient for both so that they can explain the problem in detail. Be polite and patient while the customer explains his side of the problem.
Before jumping to any conclusions from the customer’s feedback it is essential to get your own staff version as well. Customers sometimes do over exaggerate on complaints and you need to know the full picture before taking any action.
If the problem was genuine and your service was lacking, it is important to resolve the issue. There are a number of steps that can be taken to soothe angry customers depending on your company’s policies. Sending a gift, full refund, or future discount are some of the ways to handle angry customers. The matter should be resolved at the earliest as long delays only lead to more negative feedback.
Once the issue is resolved amicably, ask the customer to leave an update on the complaint and how it was resolved with little fuss. This will create better traction for your brand as it not only shows that you will take action on complaints while it can also be used to gain new customers for your business.
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