If you receive a poor review, take the time to respond and learn from the feedback you receive to improve your customer service.
The impact of a business’s positive and negative online reviews cannot be overstated. Reviews, both positive and bad, can have a significant effect on a business. However, not all criticism is necessarily damaging to a company’s reputation.
In this post, InvoiceASAP will discuss some of the best practices used by the pros when reacting to evaluations that have been critical of their work.
Keep an Eye on the Evaluation and Give It Some Attention
The first thing you should do when dealing with bad feedback is to keep a close eye on your online reputation across all of your channels, especially:
- Social Networking sites
- Internet-based reviews (like Google)
Furthermore, responding quickly to criticism shows that you value your customers’ feedback and are working to remedy their concerns.
Negative feedback should be addressed without delay. The minimum acceptable response time is 48 hours.
Always review team and customer notes to determine what went wrong. In addition to facilitating communication, this will provide some supplementary information. Explain why you could not locate the consumer in your database or do not have a record of this issue.
Justify your actions with an apology.
It makes no difference if the customer’s poor experience was real or imagined. Remember that this is the worth they placed on the experience you gave them.
Thank the client for giving the time to provide feedback before responding to a negative review. This action demonstrates sympathy and a willingness to learn from their pain. Maintaining a respectful tone is essential, even if you disagree with their evaluation.
Communicate to other readers how important they are to the success of this project. Then it would be best to immediately move the discussion away from public view.
You could, for instance, say:
To: [customer name], We appreciate you taking the time to provide us with feedback that will help us better serve our customers. We place a premium on our customers’ satisfaction. So that we can get this sorted up for you as quickly as possible, we’ll have our team contact you by the end of the day.
Remember that each response needs to be unique to avoid coming across as robotic.
Maintain a Professional Attitude and be Polite
Always respond politely, even if you feel the review is nasty or false, no matter how you think about it. Remember, potential buyers.
95% of people considering using a service or purchasing a product first check it out via internet reviews.
Responding rudely to customer complaints is a significant red flag. The company’s lack of interest in its clientele is evident.
This is why, contrary to popular belief, sometimes negative feedback opens doors to better possibilities. Consumers want to employ a field service company that puts their needs first.
It’s essential to put yourself in the customer’s position and try to fathom their frustrations before replying to reviews, especially bad ones. Be courteous and suggest a way forward in your response to the issue.
Remember that responding defensively won’t help. If anything, it will make matters much more dire. Because your customers are the lifeblood of your company, it’s essential to address their feedback.
Move the Conversation Offline
As discussed, taking the discussion offline and in a private setting is preferable, and this is the most efficient way to have a pleasant, fruitful exchange with clients.
In your public response, let the consumer know that you will also contact them privately.
If you cannot find the customer’s contact information, you can always leave it on your contact list so the reviewer can contact you.
As a result, you can protect your customers’ personal information, show that you’re serious about fixing the issue, and have a more focused conversation.
By providing a way for customers to contact you directly, you can learn more about the nature of their complaints and take appropriate action.
For instance, you could say:
- Unfortunately, we could not locate your contact details in our records; nevertheless, we would welcome the opportunity to discuss your feedback further. If you have any questions or concerns, please call us at XXX-XXX-XXXX.
Motivate Satisfied Buyers to Share Their Experiences
Ensure your company has enough positive ratings to counteract the negative evaluations from clients.
Increase the number of good reviews you receive by politely requesting that satisfied clients who have praised your work follow through and write a review. Incentives for reviews should be avoided at all costs because of the risk of legal repercussions.
Related: The Secret to Satisfying Unhappy HVAC Customers – Invoiceasap
Here are a Few More Pro Tips on How to Respond to Bad Reviews
Here are some examples of what NOT to do when reacting to bad reviews:
Using Defensive Language
It’s easy to fall into the trap of responding with “your side of the story,” but being defensive invites a fight that will hurt your business. Be polite and patient with the “keyboard warriors” who try to argue with you when you’re representing the business.
Providing too much information about what’s going on
Avoid “getting into the weeds” when giving answers. Giving too much information only makes the problem worse. If you need to explain something to an angry customer, do it outside of the store in a way that will make the customer feel better. The best answer is always short, straight to the point, and practical.
Asking a Rebuttal
Don’t say anything that could be answered in any way. The last thing you need is an internet fight that everyone can see. Don’t get angry; wait until you know how to answer the review. Remember that this includes shifting blame or blaming the customer.
Knowing how to improve things will help you deal with the challenges of online reviews. Positive and bad reviews allow your business to connect with its customers.
See how InvoiceASAP can help you generate positive customer reviews!
Now you’re ready to deal with those bad reviews.
You now know how to react to negative reviews like a pro. Use the tips and strategies from this piece to keep your business’s online reputation in good shape. Use these easy steps to turn bad reviews into a chance to improve your business.
Related: 5 Tips for Superior Plumbing Customer Service – Invoiceasap