It is very probable that sometimes there will be a negative review related to the services of your business. How should you react to such a painful discovery? The Businessknowhow.com website offers following tips on how to respond in the best way.
When you find out that your customers are creating negative buzz about your business you can feel upset – which is understandable especially when the negative comments are not based on reality and are not true. Difficult as it can be, do not take it personally – keep in mind that it is not an assessment of your personality and behavior.
Do not be a hothead
Remember: the customer is always right. You can have doubts about their comments, but your response should be kind and humble. Sometimes, it can make sense to make it impossible for your fans to add comments on your business’ Facebook page. Think of the page as being a window of the virtual storefront. If they spray slanders on the windows of your business, stop them.
And how should you respond properly?
Never fail to respond
You should try to resolve things with your dissatisfied customers. What’s more – maybe you will get valuable information from them. Even if there are just a few negative statements, respond to them.
Prove that you understand
And prove that you care. First of all, paraphrase the complaint. Angry customers want to know that their voice was heard. Say that you are sorry that they were not satisfied.
Make no excuses
Do not say ”one of our employees felt sick, so we didn't have enough staff” or “it was an overwhelmingly busy day”. None of that. Don’t sound like you are trying to blame others. Instead, emphasize that the problem is not usual and that you will be glad to offer compensation.
Be confident enough to admit a mistake
You can still highlight your strong points and demonstrate you are very concerned about your customers. And consequently, make an attempt to resolve the issue you face.
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