Online customer reviews can make or break your business. Business owners need to find it a priority to learn to react to people’s feedback, both positive and negative.
So, let’s learn to deal with positive and negative feedback.
Responding to satisfied customers often remains sidelined as business owners tend to focus on damage control for customer complaints. Yet attracting people who already enjoy your products or services is the perfect way to build a loyal following and a powerful referral network.
What did the reviewer like best about their experience with your company? Agree with them and mention the behind-the-scenes reasons they had a great customer service experience. This way, you can build buzz around your business and brand name. In addition, you can promote other products or services.
It is never encouraging to receive complaints about unprofessional customer service. However, they are not necessarily going to cause trouble for your business. If you deal with the situation gracefully, it can mitigate the effects of the negative review in the eyes of your prospective guests.
In reality - there’s no way around it: negative reviews happen. Seeing someone make critical remarks about your services can be hurtful. However, answering bad reviews builds consumer confidence in your business and brand. When you address a dissatisfied person, you are also speaking to prospective consumers. They know that mistakes happen, and when they see a company trying to fix them, it creates trust.