Not everything in life is black and white, but there are some things that are simply facts of life. For example, it’s a fact that the sun always rises in the east. It’s also a fact, albeit a silly one, that humans cannot lick their own elbows. And unfortunately, it’s a fact that no matter how many awards, stars or positive mentions that your business may get, there will be a time when even your company receives a negative customer review online. When it happens, instead of being shocked and feeling betrayed, be prepared and focus on addressing the customer’s concerns. To help keep your response more positive and productive, remember these tips:
Don’t take it personally
Write like a person, not a corporation
If you made a mistake, admit it
Be sincere in trying to resolve the issue
Being prepared for the occasional negative review puts you in a much better position to respond in a way that’s consistent with your brand image and reiterates your commitment to customer satisfaction. Even if you don’t win back your unhappy client, addressing complaints with honest concern can make a big impact on your other current and potential customers.
Next time you come face to face with a negative review, have a response plan ready to put in action. If your plan is executed quickly and with sincerity, you’ll be able to find the silver lining in even the worst review- a chance to learn and gain new customers.