Don’t you wish you could make everyone happy? Wouldn’t you love it if each and every one of your customers had an amazing experience with your company?
Yeah, it would be pretty cool. Unfortunately that is impossible. There will always be people who can’t please you. There are people out there who are out to find something to complain about and share their bad experiences with the world.
But there are also real people who have a negative experience and may be really nice. In both cases, you received a bad rating. Or 2 or 3.
How do you react to a bad review? The way you answer this question can set you apart from the competition.
Can you actually give a bad review and turn it into a good experience? A smart business owner, customer service representative, or marketer should believe this. Read on to learn exactly how to respond to negative reviews and feedback to actually help your customers and your business.
The difference between negative feedback and negative reviews
First, let’s clarify the difference between feedback and a review. Reviews are intended for the general public. They are designed to inform potential customers about the experiences of previous customers. the good, the bad, and the ugly.
People who give bad reviews generally don’t want to solve the problem, they prefer to have attention and make a point.
Feedback is different. It is usually submitted privately and unofficially. This can be in the form of an email, a live chat, a social media comment, or in person.
When a customer contacts you directly to share their experiences, they are basically looking for help. You want a solution.
How to respond to negative feedback
Have you received negative feedback from a customer? This is an opportunity to shine.
Your goal is to listen, understand the problem, and get it right. Take all responsibility.
Remember, if they have a specific problem, there are likely 10 other customers who have the same problem but didn’t bother to contact you.
So, after getting it right with the customer, either by replacing a product, giving them a gift card or credit, or whatever makes sense for your business, take notes.
Thank you to the customer for bringing this issue to their attention. Let them know that thanks to this customer, you’ll be prioritizing a solution. Now the customer is the hero.
The best way to respond to a bad review
Bad reviews vary. They are often plastered everywhere for the public to see. Some people’s mission in life is to find ways to make other people look bad.
You want to be aware of your reputation. If you use reputation management software or hire a company to do it for you, you’ll find out who is talking about your company and where.
Wondering how to respond to a bad review? First, take a few hours off. Reading a negative review can make our blood boil. We think irrationally and are often angry.
When you’ve calmed down, contact the customer directly. If you can open a communication line, you can often fix the problem. You can follow the steps above to get it right with the customer and thank them for helping you do your business better.
For the most part, when companies make these conscious efforts to get them right, users change or delete their bad reviews.
Take the plateau
It is not difficult to respond effectively to a bad review. The most important thing is not to react out of anger. Before you decide what to say or do, calm down.
Keep in mind that whatever you say or do will likely be reflected in an updated review. So do your best to climb the higher level and get it right.
And if you need more advice on running your business like a pro, check out more articles on our blog today.