Negative feedback and reviews are never pleasant to read. Negative feedback hurts because you work hard to provide the greatest goods and services possible.
However, it’s not uncommon for a business to receive negative comments from time to time. Despite the negative comments of reviews, it’s how you handle it that distinguishes you and keeps your clients coming back to you. And regardless of what they say, it’s how you respond that persuades potential customers to give you a chance.
It’s crucial to keep in mind that social media is a public platform. Your audience (current and potential clients) will be paying attention to how you manage criticism and complaints.
Here are 4 best practices you can implement when dealing with negative reviews:
1. Respond promptly
Treat online complaints in the same manner as complaints made in person. Respond to negative online reviews as quickly and attentively as you would if there was a customer complaint in person. Remember that people may perceive your silence as a way to avoid addressing the matter.
2. Genuinely acknowledge the complaint
Avoid being defensive, using sarcasm or downplaying the complaint. You want to come across as both competent and that you genuinely care about the customer’s experience. Inform the client that you recognise and appreciate their opinion.
3. Respond both publicly and privately via direct message
Contact the customer privately to try to resolve their issue, in addition to publicly responding to their comments. Dealing with the problem privately shows that you are genuinely dedicated to customer satisfaction while also adding a personal touch that clients value.
4. Follow up
Take fast action to address the issue if there is a genuine problem. Then follow up by giving your customer an incentive to try your product or service once more. You may, for instance, offer a complimentary dinner or a discount on a future purchase.
