Getting negative
comments about your business feels like a blow in the face, the attacks and bad
reviews can be discouraging at times. Mostly because of the countless hours and
energy you’ve put into the business, so it’s only natural to feel upset when
someone criticizes your hard work in a public forum.
The important
thing to remember is that people who post complaints on social media just want
to be heard. Ignoring a post will show them and your other fans that you don’t
care about their experience.
However, If you
take the time to thoughtfully respond, you can control the situation and turn
negative feedback into a positive experience for your business.
Negative reviews can actually contribute to sales; some negative reviews are actually good for
your business. That's because all positive reviews can seem somewhat like a
setup. You know that your customers just love your product or service, but to
someone who is looking at your business, it may seem like you paid for the
reviews or wrote them yourself.
Here are a few tips on how to handle negative
reviews:
- Craft the right response: First start by reading over their posts to see
if you can put together the root of the problem, and what you can do to make
the situation better. Look at your negative reviews as an opportunity to learn.
Maybe there really are changes that need to happen or policies that you need to
put in place to make the customer experience better. Don't be discouraged and don't respond
hastily. It’s not just about losing one customer; it's about your reputation.
Take some time to think about and create a perfect response, and you'll likely
win over more customers than you realize. Even if a few bad reviews can be
good, you don't want to give people the impression that you don't care or that
you're ignoring people.
- Acknowledge their frustrations
and admit your mistakes: You need to express understanding and empathy
without blaming the customer. Regardless of whether or not you think your
business was right. If you've made a mistake, or if one of your employees has,
own up to it. Don't try to make excuses or turn yourself into the victim.
Apologize for the experience sincerely. Sometimes reviewers may exaggerate what
happened or try to make the experience seem worse than it was. If you think a
review contains inaccurate details, you can make corrections. Don't accuse the
reviewer of anything.
- Take conversation
offline: After posting a public reply or apology to the
reviewer, you can continue the conversation in a private setting via mail
or if on twitter, you could send a direct message to the customer. One of the best things you can do
to let potential customers know you are actually interested in correcting
problems is offering an offline solution. Give the name of a customer service
manager in the response and a phone number to call.
- Ask
for a second chance: Provide
restitution if need be. You can provide
something that will make the experience better. For instance, percent off their
next purchase? Offer to let the customer return the item for a refund or
exchange, etc. Be sure to highlight what you do well and what you are known
for. Assure them that their experience is not typical, and promise to do
better.
- Ask
loyal customers to share their experiences. Lots
of positive reviews are the best counter to bad reviews. Ask your best
customers to review you honestly. Put reminders on your flyers, your website,
your menus, or your window decals. Make personal appeals to any customers you
have a relationship with.
- Be consistent. Respond to all your customers using the same guidelines. In fact, it's not a bad idea to craft some "rules" for responding (time frame for the response, policies regarding offers of free products, etc.) and make all your employees aware of them.
It’s
beneficial to define a strategy around responding to negative (or positive)
reviews on your site, or any social media. While it’s recommended to use
customer’s review as an opportunity to address customers and acknowledge their
feedback, it is not necessary to respond to every negative review. Understanding
which reviews require a response, what your timing and solutions for response
will be, along with the response itself are all important aspects of a good
response program.
If you are thinking of advertising in Nigeria, please contact PoiseMedia
Communications at www.poisemedianigeria.com or check our contact at the bottom of this blog. We can help you
identify your market and reach them. We apply both BTL and ATL strategies to
project our clients’ brands to the right audience. We can do same for you at
very affordable price.
Lilian Izuorah
Business Development Officer
PoiseMedia Communications Ltd
