Address Negative Reviews Quickly
Once you’ve noticed a negative review, your first priority should be putting together a response as quickly as possible. In this crucial window of time, speed is your friend. Remember: You can’t just ignore your negative reviews. No matter how badly you want them to disappear, they won’t get resolved unless you find a solution and actually do something about them.
Be sure to keep an eye on your social media profiles and review sites so that you can get in front of problems before they spiral out of control. Regularly monitoring customer reviews and comments will not only help you minimize the damage of negative feedback, but it will also help you keep your fingers on the pulse of your audience.
Also, remember that no matter how tempting it might be, you should never delete negative comments or reviews. This will only make disappointed customers even more upset when they realize that their opinions are being silenced or ignored. The only exception to this rule is if a reviewer is being overtly inappropriate or unproductive; never be afraid to moderate comments that aren’t contributing positively to the conversation.
If you suspect that a negative reviewer is a troll then your best approach is to do nothing. Any escalation will only make matters worse since these reviewers won’t be looking for a real solution.
So, now that you’ve spotted a bad review, it’s time to deal with it. Here are three things that your response should be:
When things go wrong, you can’t afford to sit around. If one of your customers is upset, you need to contact them as soon as possible to help them solve their issue and keep the situation from escalating further.
Make reaching out to the customer a priority – don’t let more than 24 hours pass between their initial complaint and your response.
Everyone screws up, but you shouldn’t let your mistakes define you. You need to take ownership of your customers’ negative experiences and respond publicly to your bad reviews.
This is a great opportunity to not only show the affected customer that you’re willing to publicly take responsibility for their experience, but to also showcase to the rest of your audience that you’re a responsible business owner who values accountability and transparency.
Negative reviews can hurt, especially when you’ve put so much time and hard work into your business. When you’re responding to customer feedback, you need to keep your cool and resist taking complaints personally or shifting the blame. For example, Melaleuca, an online company that manufactures and sells wellness products, has relatively positive Melaleuca reviews on SiteJabber.com because of its professional customer service.
Don’t start arguments, don’t make excuses, and don’t insult your customers. Instead, be polite and courteous. It will go a long way with your audience.
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