The Best Way to Respond to Bad Feedbacks in Your Online Business
Review from costumers about your products are important part of your marketing campaign, afterall the latest research report says that it may have a huge impact on your search engine rank position (SERP).
Factually, 87% of consumers believe that online reviews can become their personal referral. However, not all of those reviewa are positive, at some point you will find negative reviews along your business journeys.
The good news is that these negative reviews not always a bad things. If you know how to handle it, it will become your new business opportunity. Just read this article to know more.
Anyone who have been working in costumer service knows how hard it is to face an attacking customer. Naturally, negative reviews will get you upset, but it doesn’t mean that you must attacking back the customer. Unless you have big financial support, we don’t advise to blame your customer.
Respond all negative reviews with positive and calm attitude. Make sure that the customer feels you are concern to the problems, but never hard to them. Even it is not your fault, don’t ever make the customer feel as the victim.
It is not advised to ignore negative reviews. Show the world that your business cares about the problems by do what the public loves: respond rather than ignore.
Give a solution
There is a famous phrase: “Sorry won’t cut it!”, and that is correct. Your apology won’t make it better. Otherwise, face the problem by giving solution is much better. When you respond the negative reviews, make sure that you come with the solutions.
To make it clear, I show a great example gave by Jetblue Airways when they got complaint from the customer about their in-flight TV that was not working. The crew immediate respond was awesome:
JetBlue shows empathic towards this response and indicate their concerns to customer’s problem as well as their fast solution.
It’s safe to say this customer appreciated the time this company took to solve their problem in a timely manner. They instantly redeemed themselves and showed their customer’s happiness is their priority.
Make Your Company’s Quality Bold
Negative reviews could make your company looks bad, but it happen if you ignore those reviews. Fight back by flip those reviews with your positive and luxurious responds. For instance: “We are very sorry about your bad experience with us. For several years we have been in this business, we made all of our customers happy. We’re sorry that it didn’t fit with your expectations this time.”
Do an Immediate offline follow up
Negative reviews are good to be responded at the same platform where they put it. This will satisfies the poster and also other potential customer will see it as a positive service.
However, some problems can’t be solved online. Problems involving customers personal ID for example, cannot be shared in public. When this kind of problem shows up, provide a direct contact to them.
Conversations that are taken offline make your business a step further into profesionalism. This will also improve the customer satisfaction and trust, thus they will come again and subscribe your service. Give your customer the line to your customer service department to give solutions that cannot be solved online.
Serve your customer as a real person
We all don’t like talking to a robot in the line. When you have a problem about a product, you try to resolve it by contacting customer service line, and what all you get is an automatic answer from a bot. Think about this when making a respond to your customer. Speak to them like you are talking to your Boss who will fire you anytime.
You will be looked more genuine when you talk to the customer using plain language so customer will see you as a human being instead of only for business.
Ask them to update the review
After you respond the customer and solve the problems, don’t afraid to ask them update their review. At several conditions, they will change it by themselves either delete or update the negative reviews. Here is an example:
Many review sites, like yelp, shows an indicator tells that it’s an updated review. You can ask the customer politely after you solve the problem. However, if you struggling to create a polite sentence, here an example: “We appreciate your feedback, and would like other customers to know how we’ve solved your issue. Would you mind updating your review to reflect this?”