How to Respond to Negative Reviews,Comments and Feedbacks
We all know that Customer Is King. It is only the opinions of your customers that count, so let them be the judge. You should establish a good relationship with the blogger or the customer that complained about your service on any social media platform. A simple comment like the below can do wonders. Of course, comments need to be followed by actions.
“Thank you for your feedback. We are working on resolving this issue.”
You should take an active part in your industry conversation by becoming a regular contributor to blogs and forums. Lead the conversation about your brand. Respond to comments or feedback; engage in conversations already happening or start your own. As you do so, be honest and transparent in your approach. People like the fact that you are paying attention and are actively participating in the conversation, not just being talked about. You should always be prepared to act. If negative feedback occurs, you ought to respond immediately. Even if you don't participate on a regular basis, you should always be prepared to manage digital disasters.
Giving positive feedback to negative ones is not always sufficient to influence the public. You will have to try a little harder to mark your presence among your audience. The Internet is immense and to be able to reach your customers, you will have to segment your audience.
Due to the numerous quantities of social media technologies on the Internet, many businesses favor the most popular ones like Facebook, Twitter and so on. Nevertheless, many of them complain that they cannot reach their audiences. Just because Facebook and Twitter are the most popular social sites does not necessary mean that your audience is on these specific platforms.
According to statistics, mostly people of age group 18-34 are engaging in Facebook. Assume that your company’s target audience is middle aged. Will you still focus more on Facebook or will you move to another social media with an audience that matches yours?
1. Answer Quickly
If someone is upset enough to leave a negative review, they usually do it pretty soon after the negative experience takes place.
And they’re going to expect a fairly swift response back.
It’s the right thing to do and it also helps limit the damage done.
2. Answer Thoughtfully
On top of being quick on the return, all review responses – especially the negative ones – need to be appreciated for their true value.
All feedback is critical, and even more so when it’s negative.
This feedback likely gives your team an understanding of some of the not-so-smooth aspects and pain points customers experience throughout their everyday experiences with your brand.
Appreciate their effort to communicate that with your brand’s stakeholders, and make a difference based on it.
3. Answer Honestly
No one is perfect.
Neither is any one business.
On top of being quick and thoughtful in your response, be honest.
Transparency goes a long way.
Most negative reviewers – and customers in general – prefer an honest response to a genuine mistake with the understanding that their complaint is addressed in a fair and heartfelt manner.
This typically results in an outcome that is better for the customer as well as the business in the long run.
4. Be Kind & Keep It Appropriate
There’s no doubt: some reviews get downright nasty.
Regardless, a business should never stoop down to that level of unprofessionalism.
Keep the same attitude you’d want an employee to use in person.
Stay buttoned-up, remember to think of the customer and their displeasures, and always offer an apology.
Remember, there’s so much more to lose for businesses that don’t act professionally and don’t rectify a negative situation by satisfying a displeased customer.
5. Give Each Response a Custom Response
Customers want to be heard.
They want to make an impact on the people operating the business being reviewed, but also the future of that business
so that others don’t experience the same hardships as them.
One of the easiest ways to illustrate that to people is to give them the attention they deserve.
There’s no better way to do that than with a custom response showing empathy and compassion.
Genuinely caring through emotion – the same emotion a quality business runs on – will go a long way.
Just don’t confuse it with getting personal.
6. Never Get Personal
Be thoughtful and give a unique response, but don’t get personal and certainly don’t ever attack or retaliate.
Even if you remember the exact person leaving the review and know they were not completely – or even slightly – acting in the right way, handle it like a true business professional with so much more to lose.
And remember, you actually have much more to gain.
7. Take It Offline
A standard best practice for handling negative reviews is to take the communication offline as soon as you can.
The key to doing so is to make it easy to move communication offline without overstepping boundaries.
Don’t try and make the unsatisfied customer reach out to you.
Get their contact info, ask for the best way and time to communicate, and apologize for their displeasure with your product or service.
For this reason, the first response to a negative review is the most important one.
8. Be Thankful & Appreciative
All feedback is useful feedback.
Be thankful someone took the time to give you criticism, even when it’s harsh, and appreciate the fact that they are still offering you the chance to make it right.
Negative reviews can (and should) actually be a good (and free) way to keep customers coming back.
Some customers will never do that.
9. Take the Extra Step
While you don’t necessarily have to go above and beyond, it’ll almost always help.
This could vary depending on exactly what the issue was and how big of an impact it had on the reviewer.
But sometimes simply apologizing just won’t be enough.
And offering a credit to be used at your business isn’t always going to be the answer either.
Take the extra step to show that you’re not only sorry, but that you want to make it right and earn the person’s trust.
Offering a gift of peace could be the first step in that direction.
A gift card or flowers could certainly make an impact. So could sending a heartfelt gift of appreciation and/or forgiveness.
But it also doesn’t have to be something expensive to win over a once-upset negative reviewer.
Get creative and think about what would matter to you as a customer.
Even something as simple as a custom video or image could not only improve the reviewer’s perception of the company and how it operates, but it will likely impact many other people for years to come, too.
Those who come across a review – and its response(s) – could quickly shift from once-uncertain or even unhappy customers into brand advocates.
And let’s not forget the impact word of mouth has, especially in the days of social media.
All you’ve got to do is go the extra mile and you’ll likely make an impact.
10. Take the Appropriate Action to Correct the Issue & Show That to the Customer
Again, customers want to be heard and know they had an impact on the business in question.
Take all reviews seriously and, when it comes to negative ones, look for commonalities for real ways to improve your business.
Use what you learn from these reviews and bring it back to the employees interacting with people and making decisions that are impacting customers.
This will make the changes that need to happen become a reality.
Then explain to people how this feedback affected your business.
There is good to be found in every review.
Find the good in the bad ones.
Selecting the right social media platform is important to build and promote your online reputation. To be able to access the right social networks, you must focus more on your target audience. You may also classify your audience in terms of demographics or geographic to have a better idea of the type of social network they are using.
To provide better customer service to your audience, it is important to engage in the right social network appropriate for your industry. You may also consider building your own social network if you want to hit the most appropriate community.
Once you have elected the appropriate social network suitable for your business organization, you can easily receive and give feedback to your audience. But you should remember that a two-way conversation must not be an official one. You must have a particular way to confer to your audience and it should go well with your company’s tone of voice.
You may also consider establishing a team blog where there is less focus placed on a single individual and more attention on your employees. Your employees are the people who will represent the brand and image of your company. Bloggers and the online public prefer to hear from those working in your company as their opinions are considered authentic and similar to “public opinion”.
To be able to influence your social community, you should make yourself noticed. Why not comment on other blog posts or discussions related to your business?
You can create interesting dialogue by sharing well-crafted and insightful responses to topics that are relevant to your customers. This also positions you as an expert in your field.
Read relevant blogs to understand what is going on in your industry, but only comment on events, articles, posts, etc., where you can add value. Commenting on everything will not increase your visibility or reinforce your image as an expert. Unless you bring value, you will just be adding to the noise.
Define your expertise narrowly and go deep. Never be afraid to take a risk with an opinion, no matter how controversial you think it may be – as long as you approach it carefully and professionally.