As we know human nature varies different and the satisfaction of all customer can not be meet up, Customer A will be expecting that your company Products or Services Should have one things or the other included while Customer B is expecting some Things to excluded from it, So do Company have to be changing it standard of operation Prior to every Customer expectation, No’ Because that company won’t be long before collapsing
It’s every business’s nightmare — the negative online review that’s avoided customers left, right, and center. These negative reviews can drastically hurt your business. A survey conducted by BrightLocal found that two-thirds of consumers form their opinion of a business after reading just four reviews.
As a business owner what should be paramount to you is making sure that Business products or Services is Meeting a Needs or Wants. Negative review from Customer is not a threat, Every Companies do get that Time to time, But they know ways of handling Negative Review From Customer, Bad review may occur as a results of experience such customers have with your brands products or services that immediate moment.
If you Ignore it because of other Positive Review from other Customers, you simply show that if those other that drop positive Review today also have a negative experience with your brand you won’t attend to it, Which shows that your brand does not Value Customers. and always keep in mind that Customers are the Soul Of Any Business ( They determine the growth of a business and The Profit to make )
If the ways you follow in handling negative review from Customer is really effective, it will turn it into a positive Marketing opportunity for your brands, Reviews help to build brand Reputation which is very vital in Business. Review also help in attracting new customers. Sometimes you also can remember of asking an existing Customer of a brands about the Products you want to purchase or Services you want to subscribe to ,So in-order to feel safe and know whether it will meet your needs or wants.
Thus when you see a negative review among hundred Positive review,you are likely to Get angry, defensive and feel like let me Ignore them, That there own Cup of Tea. that Why You need to know Effective Ways to handle Negative Review From Customers
In extreme cases, companies have even sued customers for defamation for leaving scathing reviews, claiming the exaggerated claims significantly impacted their business.
It happens to everyone. As a newbie entrepreneur or an experienced one, you’ll likely receive one sooner or later. Don’t let that negative review be at the top of your world; instead, Carefully consider the nature of the complaint and use it to form your business even better.
Table Of Contents
- Important Of Handling Negative Review From Customers
- 1. To Protect Future Customer
- 2. Protect Brands Reputation
- 3. Create Marketing Opportunity
- 4. Build Trust
- 5 Effective Ways To Handle Negative Review From Customers
- 1. Look For Commonalities
- 2. Respond quickly
- 3. Private Chat Up
- 4. Compensate The Customer
- 5. Take action
Important Of Handling Negative Review From Customers
The Fact that it not a Threat does not mean you should not attend to it, How you handle negative review from customer is very Important.
1. To Protect Future Customer
When you respond to Negative Customer Review you are Protecting your brand from losing a future customer, The future customer will not have a mindset that your brands Products or Service is Poor or not up to standard to meets their Needs or Wants
2. Protect Brands Reputation
If you ignore the negative review you are gradually greasing the brand from losing it reputation, Remember you are not the only one offering such products or services, So always keep in mind that You are in a Competitive Markets where Only your Reputation can make you Stand Out, According to Forbes Post on how to handle Negative Customer Review it state that ” Reputation is vital For all Businesses” and Reputation is Build from Customer Review.
3. Create Marketing Opportunity
Effective Ways you use will turn Negative Customer Review into a positive Marketing Opportunity, because when you handle the negative review you are simply promoting your brand positive review with customers to advertise or recommend your brands to their friends, Families & Colleague to become your customers as well, and that circle will keep rolling like which will reduce cost on acquisition of new customers or cost on ads Placement.
4. Build Trust
The more Customer can trust you the more they we recommend your brand and make you their choice brands over others in the market, and what increase Customer Trust is Review about you. Negative review from Customer have the power to build trust among your clientele if you handle the negative review from customers effectively. When you respond to all negative review, it provide the opportunity for your customers to know that you truly care about them and this will make them to trust your brand even if mistake occur.
5 Effective Ways To Handle Negative Review From Customers
Here’s the way to turn that negative review into positive action for your business.
1. Look For Commonalities
First of all, don’t be too hard on yourself for getting a negative review if it’s a rare experience. You can’t please everybody, and not most are getting to love every aspect of your business.
It’s important to notice that not all customer feedback is useful. Taking and each review into deep consideration can actually harm your product or service. Once you are reading through reviews, start by trying to find any themes or repeated complaints.
The foremost common word in negative online reviews is “disappointed”, implying that the purchasers had higher expectations than what was offered. Once you’ve identified the patterns, find out what product or service is causing a problem together with your customers. Yelp reviews are often very helpful for this since the location will actually highlight the words that are mentioned by multiple customers.
Upon determining which aspect of your business needs improvement, you would like to brainstorm solutions and weigh the outcomes. As an example, if you’re experiencing a customer service issue, consider the steps it’d fancy to improve your staff. Do they have extra training? Disciplinary measures? If it’s that bad, termination?
The most important thing is to find out from the feedback. Don’t take it too personally. Ultimately, this sort of harsh (public) criticism should act because the framework for a way your company is involves.
2. Respond quickly
The next step is to reply to complaints in a professional manner. When customers attend the difficulty of submitting a review or trying to form contact through social media, they expect a solution fast – over 40 percent want a solution within an hour!
Make sure you thoroughly read all the reviews people post online.
When responding, don’t let anger and frustration take over. Let cooler heads prevail. Apologize, if needed, by saying you’re pitying their experience, and explain how this is often unusual within your business.
Consider offering a special deal or a reduction on the acquisition, if applicable.
Responding to negative reviews won’t only work to appease a disgruntled customer, it’s going to help grow your business and present it in a new light.
JetBlue may be a fantastic example of the way to answer customers. they need to become renowned for his or her timeliness in addressing inquiries and grievances on social media.
Going beyond just answering questions, they use these responses as means to market their company image also as their unique brand voice.
People wish to see that companies care about their opinions.
The simplest way to put out the heart of negativity is by handling the customer (and the situation) in a classy, professional manner.
3. Private Chat Up
It very Necessary you conduct a private Chat Up to Apologize and also get full information about their experience that lead to negative review, that why it always recommended to have a Chat or Customer Service Assistant to Fill In this Role, You can decide to have a private chat up through Phone Call, Email, or through Social Media Messaging App.
Through this you we regain the customer trust and cleared off the bad impression they may have about your brand and this will also help in preventing them from sharing and Spreading the negative impression or review to others.
4. Compensate The Customer
It necessary you decide to resend another products to the customer or Re provide the Services to them, Never for ones ignore this, Don’t let them feel their Money is already wasted afterward.
Apologies Words can not heal it all, offer them compensation, This we make them feel you really and Care about them, and this simply show you are building good customer relationship with your brands.
5. Take action
It’s one thing to look at reviews and respond. Adjusting your business model and therefore the customer experience accordingly is a whole different ball game.
Every business wants to be referred to as one that listens to its customers. If you’ve noticed significant patterns in customer feedback, you would like to require the right steps to inaugurate positive change. Failing to require action can cause a variety of long-term consequences in terms of customer opinions.
A great example of a corporation that listened and learned from its customers is the mobile app Dragon Rivals. After the initial release, many purchasers stated that the sport was too difficult and sophisticated. 1 Touch Studios, the app creators, took their customers’ detailed advice and simplified the sport for subsequent updates.
Then, they made sure their previous customers knew. 1 Touch Studios skipped nearly every negative review apologizing for the undesirable experience and explaining the changes that were made to enhance the sport. The newer version of Dragon Rivals soon received higher ratings and more satisfied customers because they listened to their audience and reacted appropriately.