The 8 Rules for Replying
Did you know it takes 12 positive experiences to make up for one unresolved negative experience? Keyword: unresolved! Do not add your business to this statistic and learn how to change a negative experience into lifetime loyalty!
The most loyal customers are those who have had their concerns personally addressed.
1. Act quickly
There is no time to waste when it comes to reviews! Do not put it off! The longer you wait, especially with negative reviews, the worse a situation could get. Replying to a review sooner rather than later also shows your business’s dedication to the customer’s feedback. A company that responds to the reviews infrequently will present a notion of inconsideration toward the customer experience.
2. Stick to the facts
Be honest and truthful about the situation and your business. Provide insight a customer may not have been aware of on their own. Were you short staffed? Was your internet down? These are all factors that could affect a customer’s experience that they may not have been previously cognizant of.
3. It’s business, not personal, make sure it stays that way
Remember, negative reviews are most likely written in the height of frustration. Snide comments are directed at the company, not at the person replying. The best option is to respond in a calm, professional tone.
4. Take ownership
You’re representing the company! Acknowledge the reviewer’s concern. Unhappy customers want to be heard! It is smart to let the customer know that you hear them and if your company could have done better, say so!
5. The whole world is watching (no pressure)
Consider the prospective customers when replying. If you wouldn’t want your mama to read the words you’re using, probably best not to use them. A tone of voice can be easily misinterpreted, double check that your response comes across appropriately!
6. Present a real solution
If there is reasonable action to be taken, do it! Show initiative and take charge in making a bad experience a good one! Since this is in the public domain, others will be keeping a watchful eye on what your next step is!
7. Further compensation does not need to be your first move
Sometimes a simply apology and explanation could resolve a negative situation. Weed out the customers who may just be trying to get something out of you. But remember! “It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.” If you need to offer compensation to keep a customer, there is always a plan b!
8. Learn from it
Above all, feedback is what helps you learn more about your company. How it is represented, how customers respond to your service, etc. Take suggestions into consideration because your brand is no longer what you tell consumers it is; it’s what consumers tell each other it is.