RESPONDING TO NEGATIVE FEEDBACK
So your business got some negative feedback.
Once your heart stops pounding and you feel less like throwing up (millennials, we’re looking at you!), we’ve got some good news for you: Negative feedback is actually a good thing!
Hear us out. While not fun to hear, negative feedback allows you to improve your products and services. It gives you a chance to show that you care about the needs, thoughts, and feelings of your customers. Responding to this feedback is also an opportunity to show your character and creative positive connections within your community.
So what does that look like in practice?
It starts by responding to reviews online. That’s where most people go to voice their opinion and air their grievances. But it can also involve dealing with in-person criticism or someone calling in to complain. However you receive this feedback, here are TEN THINGS to keep in mind:
Respond in a timely manner. Customers will appreciate a prompt response.
Use their name when appropriate to make it more personal.
Stay professional and courteous. Never lash out and avoid taking the feedback personally. In the case of something posted online, remember that your responses are public for everyone to read. You’ll want to keep your message short and courteous (even if you disagree with the reviewer), and avoid getting too personal or being salesy by offering incentives or advertisements.
Ask for more information. You want to fully understand your customer’s experience with your business before responding. If someone mentions a problem with a product or service, investigate to see what may have gone wrong.
Be honest about any mistakes made and apologize when appropriate. Don’t take responsibility for things that weren’t your fault and don’t apologize for adhering to your company’s policies as long as they’re fair. For example, apologize if a customer wasn’t given a discount they rightfully deserved, but don’t apologize if they didn’t get a discount they didn’t qualify for.
Show compassion and empathy for the customer.
Share your action plan. If there’s a quick fix, thank them for bringing the issue to your attention and let them know it’s been resolved. For a larger issue, the solution may take time. Let them know that it’s on your list and you’ll be pursuing the matter. Bonus points for following up with them once you’ve implemented those changes!
In the case of an online review, offer to talk it over offline. If this is the first you’re hearing of the complaint, invite the customer to email or call so that you can try to sort out the matter with them.
Be yourself. Show that you’re authentic and genuine.
Redirect. Some people offer feedback who haven’t even tried your product or your service. Carefully listen, reply by explaining your vision, and then invite them to visit or try your product or service. Don’t get caught in a cycle of defending yourself, especially when the negative feedback isn’t even coming from experience.
What if someone posts something mean, hurtful, or even hateful? We’ve got you. Check out this blog post for how to deal with that!
