HANDLING FEEDBACK

A Satisfied Customer is the Best Business Strategy of All

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.


Managing Positive 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. Thus, you can build buzz about your business and brand name. Even more, you can promote other products or services.
Good reviews build a positive online reputation. And it also gives a strong motivation for your employees.

Recognise the staff. Agree with the reviewer and praise a specific worker. It will make other readers want to check his or her skills for themselves!
Always be grateful to those who leave reviews. It doesn’t matter whether they are positive or negative. Show appreciation for the fact that people take the time to share their thoughts with you. This way, your regular and potential customers see that your company values frank feedback and that the consumer opinion is important to it.

Personalise your response. Use first names. Thank your consumers for something specific they wrote. Don’t forget to add your name to the bottom of your reply to demonstrate that you are personally dealing with their feedback

Managing Negative Feedback

It is never encouraging to get complaints about unprofessional customer service. But 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.

If you’ve been rightfully accused, admit your mistake and say sorry. Don’t enter into an online fight. And resist the temptation to have the last word. Even if they are ungrounded, show sympathy that they had a bad experience. Customers will see and value your empathy and honesty. Being honest with yourself about your business performance is the effective way of improving the conversation with your clients. Adding fuel to a fire only ends up with an explosion and a lot of damage to your business.
It’s easy to lose your nerve while reading online criticism. Unreasonably low ratings and negative comments can make you very angry. Experienced companies tackle such situations without letting the emotions control your writing.

Be polite, patient, and respectful to clients who have complained. An impolite response to an angry reviewer will only make things worse. It will further damage the company’s reputation and drive potential customers away.
Show understanding. Customers want you to see what the problem is and why they are excited about the idea. The best response to a negative online review is the one that directly addresses the reason for the reviewer’s dissatisfaction and reassures them that management is already fixing it.
Producing a product and marketing it is only half the story. Sustained commitment to developing a customer oriented culture, followed by constant gathering, analysing, and sharing the feedback plays a crucial role in promoting your business. Always go back to your customers and tell them you implemented their suggestions. It is a solid basis for building a long-term relationship with them.

Always keep in mind with the BOM. Negative reviews must be constructive to be approved, you as the business owner, will always have a chance to respond prior to the review being published – if you resolve it well, just imagine how many new customers will read your response to a disgruntled customer and how much comfort this will bring to them in dealing with your business.

@ the BOM, if you are stuck in anyway when responding to feedback, we are here to help and can always assist you.