No business like to receive bad reviews. As a business owner, you no doubt try to provide the best service and customer experience possible. But there will be those times when one of your customers is just not happy.
And with social media playing such a large part in people’s lives, they will most certainly go on the Internet and vent their frustrations.
Since so many people look to online reviews to help them make a buying decision, those negative reviews can really hurt.
But they can also be a source of opportunity for your business. If handled correctly. In a recent study conducted by Econsultancy.com, nearly 67% of shoppers who read negative reviews about a business converted into customers. This is a huge opportunity that too many businesses are shying away from.
Dealing with an unhappy customer is never easy. However, when you take the time to answer a bad review, you are showing potential customers exactly what type of brand you are. Consumers want to see how you handle adversity. Far too often, they see brands behaving badly and not addressing customer’s concerns.
There are three steps you must take in order to handle a negative review properly and turn it to your advantage.
Reply Quickly And Personalize The Response
Consumers are used to getting what they want in a timely manner. They can instantly start watching a movie they downloaded or can place a restaurant order through an app on their smartphone.
It is no different when it comes to interacting with a brand on social media. They expect a reply from you quickly. You should have alerts set up to fire off every time someone mentions your brand’s name.
Look at social media as an offshoot to your customer service department. And when you respond to a negative review do not ever use a stock, automated response. Take some time and read the review. Address the specific complaints in your response. This will at least show the unhappy customer that you took the time to actually read what they had to say.
Apologize And Do Not Argue
Never tell a customer they are wrong or blame them for their bad experience. Simply apologize for the situation and empathize with their situation.
Offer to make the situation right. When people see that you are truly sorry and are willing to work with the customer to make things right, they will feel like they can trust you and want to do business with you.
Ask For A Second Chance
Once the issue is resolved as the customer to come in again and give you another chance to show them what you are really like.
Offer them a free item or discount if you have to. Just get them to come back in. You should also encourage them to update their review after their next visit. This way, other shoppers can see that you went out of your way to delight that customer and you will most likely do the same for them.
By following these three simple steps you can turn a negative situation into a positive one for your business. Handling negative reviews properly can do wonders for your online reputation as well as your bottom line.