How to Respond to Negative Feedback

Welcome back my friends. I have selected a somewhat sensitive topic to discuss today, but I think you will find it necessary for your business. My professor once told our class, when customers are happy, they will tell one or two persons, but if a customer is dissatisfied, they will tell three times the amount. No one can convince me that this statement isn't 100% accurate because I have done it and seen others do it.  So, today we will be discussing how to respond to negative feedback.

Although there a lot of ways to do this, here are my thoughts:

Don't Avoid Negative Feedback; Embrace it!
Even though it can be a hard pill to swallow when a customer leaves a distasteful comment, your response shouldn't be aggressive. You do not want your company to be seen in that negative light. The internet is forever and opened to everyone. Although you can delete your feedback, it may remain in circulation due to screenshots made before the post was deleted.

Remember the three C's: Be calm, cool, and collected, especially when responding to the customer. Acknowledge customer concerns and strive to handle the situation. A few pointers may include using the customer's name, thanking them for their feedback, showing empathy, responding quickly and briefly, giving assurance, and encouraging them to come back. You never know. The same customer may then decide to update their review and become a loyal customer going forward. 

Turn that Frown, Upside Down.
Businesses need to observe these reviews as constructive criticism and make improvements. It is best to monitor feedback to ensure whether adjustments need to be made to your services. If a lot of customers complain about this one specific aspect of your business, take a closer look, and view it from their perspective. In exchange, offer affected customers a discount, whether it be free shipping for online retailers or a "free dessert on us" coupon. Personally, I recognize this gesture as an apology and a way in which the company wants to make amends. However, others may interpret this differently.

 In addition to this, don't dwell on the negative feedback alone. Customers are entitled to their own opinions, and you can't satisfy everyone. Instead, welcome positive feedback, thank those customers, and encourage others to do the same because more positive feedback increases your business ratings.

I would appreciate it if you shared your thoughts on how your business handles negative feedback. Please let us know below because we look forward to reading your comments. Until next time, take care, be safe, and enjoy the rest of your day.