As a digital marketing agency, our success is based solely on our clients’ satisfaction. Their positive opinion keeps us in business. However, while we always strive to meet our clients’ needs, there are times when we don’t see eye to eye. Every customer’s review matters to us, both positive and negative. Therefore, when clients are unhappy and leave negative reviews on our site, we work to make quick amends for our actions.
Sometimes, negative reviews are due to a breakdown in clear communication or a misunderstanding between the client and the employee. A communication snafu is easy to resolve. Just be sure your employees are successfully informing your clients. Ask them for a mock demo to ensure they’re communicating every bit of important information.
Many times the poor review is attributed to a major business issue: an unhelpful employee, a problem with customer service, or the actual service or product. To resolve this occurrence, make sure company management is successfully gaining insightful knowledge and passing it along to all employees. Likewise, ensure your employees have all the knowledge and training they need to answer any questions that might arise. When you discover the problem, it’s easy to go to the root and fix it. Whether simple or complex, you can always learn from poor reviews and use them to adjust your business practices.
Regardless of the company’s success, every employee should learn how to respond to negative company reviews as they may happen. According to the 2017 Local Customer Review Survey conducted by BrightLocal, 85 percent of customers trust online reviews as much as personal recommendations. In addition, 30% choose a business on their ability to respond to reviews. While poor reviews can damage a company’s online reputation, they’re also a great way to boost your company’s credibility. The catch is you must know how to use them to your advantage.
Everyone can see negative reviews. Likewise, everyone’s watching to see how you’ll respond. Write a response which will put future customer’s concerns at ease and solve the problem at hand. Use this chance to show the strength of your company’s customer service.
You’ve probably heard the old quote “Time is money” at least once in your life. This is true when it comes to responding to poor reviews. Your customer is disappointed with your product or service and wants their issue quickly resolved as quickly as possible. Therefore, provide your answer within 24-48 hours. If you need help keeping track of your reviews, there are several great resources you can use.
No matter the problem, always be polite in your response, apologetic in your words, and empathic in your solution. Customers will respond well when you apologize, address their concerns, and then provide a thorough solution to their issues.
While your apology matters, what your customer really wants is a solution to their problem. They’ve had a bad experience and for whatever reason, your product or service did not meet their expectations. Now, it’s your opportunity to make it right. Do this by offering them a replacement product, free meal, or whatever it is you can do for them. When you make it right, you’re increasing your company’s credibility by backing the products or service. If you go above and beyond what’s expected, your customers may even change their review from negative to positive.
Nine times out of 10, a lack of communication was the problem. Besides providing a response to their review, give your customer a chance to speak with you more in-depth. Do this by providing your company email or phone number. Or, reach out to them personally. Many times, it’s required that customers leave their personal contact information before they can leave the review. Use this information to reach out to them and form a personal connection offline.
This step is important as it allows you to humanize your entire response. When you sign off with your real name, you’re letting your customer know they’re speaking with a real person. You’re also demonstrating that you personally support the company and have enough confidence to stand behind your product or service. Customers will enjoy speaking with a real person, not interacting with a nameless employee. Lastly, signing your name gives your reviewer a specific person to reference, should they decide to give your company another chance.
Remember: above all, just be yourself. Things happen, and people make mistakes. Companies won’t always receive et positive reviews. Most customers are understanding and are simply looking for insightful fixes for their problem. Showing concern and a desire to solve the problem make all the difference and turn your disappointed customers into happy ones. Remember to listen to the needs and concerns of your customers. The next time you struggle with responding to poor reviews, just follow these tips to make it right.
Got a negative review right now which requires your attention? Or, maybe you need help updating your website? For all things digital marketing related, we’re here to help. Click here for a free quote on how we can help your business.