StrategyDriven Insights Audio
It happens to all of us at some point. No matter how hard you work and no matter how much you try to do your best, a customer eventually has a negative experience. Unfortunately, when a customer has a negative experience no matter the fault, you can get hit with a negative review. While it surely stings, it’s not the end of the world. Luckily, you can actually take steps towards turning the negative review into a positive experience for both your business and the customer if you handle the situation the right way. Below, we will be going over some tips for handling negative reviews with the help of Cormac Reynolds from VelSEOity.
1. Don’t React
One of the main things that you want to do is avoid having a knee jerk reaction to the customer who is upset. By responding with negativity, you can guarantee that you will encounter even more negativity which can spiral out of control. Avoid reacting negatively and slapping back to the negative review for the entire world to see. While you want to respond swiftly, you need to do so in a calm and collected manner. If necessary, vent your frustration offline by doing some exercise or by conducting deep breathing exercises. It’s important to understand that a negative review can be a good opportunity to showcase your customer service.
2. Respond Quickly
As mentioned, you don’t want to delay when you are dealing with a negative review. Take quick action and don’t let the negative review fester. Ignoring a negative review is one of the worst things you can do. You want to deal with the negative review as soon as you calm down and can approach the situation with a calm mind. You should take steps towards acknowledging the customer’s pain points and let them know that you are there to remedy any situation they feel they’ve been wronged in.
3. Don’t Make Any Excuses
Even if you feel as though you did nothing wrong in the situation, it is important to avoid making excuses. You want to accept responsibility no matter what because “the customer is always right.” By showing the customer you understand they had a bad experience and you want to make it right, you will be able to showcase that you care about your customers for the world to see.
4. Make It Better
Once you have established communication, you will want to take steps towards actively resolving the problem. When you showcase that you are able and willing to take responsibility for the situation and that you are willing and able to make it right, you have a good chance of convincing the customer that it was a one-time mistake that didn’t warrant such a harsh review.] A lot of times, you will even be able to convince them to change their review and showcase the steps you took to remedy the situation which can turn it into a positive for your business.
5. Ask For Positive Reviews
When you are dealing with customers that just want to be angry or even trolls that haven’t frequented your business, you simply have to showcase your motivation for resolving the problem. Another good way to minimize the negative impact a bad review can have on your business is by asking for positive reviews from satisfied customers – this helps you pre-empt such issues and helps protect your reputation. This will help you drown out of the negative feedback with positive feedback. A lot of customers are ready and willing to help out their favorite businesses by writing positive reviews. All you have to do is ask! It is very important to encourage feedback across all review channels for various reasons:
72 percent of customers look towards online reviews when they are attempting to make purchasing decisions. There are search engines like Google who even include online reviews when they are ranking query results. Therefore, the more positive feedback you are able to accumulate, the higher you will likely get your rankings. The more positive feedback you are able to get, the better your chances of converting a prospective customer into an actual customer since they will be much more inclined to frequent your business due to having a high customer satisfaction rating.
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