Do I respond?
The short answer is yes.
With more and more people looking for new products and services online how you handle the good and the bad in the online arena is just as important (if not more) as how you handle it face to face. Information online is for the whole world to see.
The internet is forever…..
Personally, when I’m looking for a new place to eat or finding someone to sort out my leaking gutter, one of the first things I look at is their online reviews. I actually go straight to the bad ones. Why you may ask? To clarify why I do this, is that I don’t get joy out of reading bad reviews. Frankly, I want to see how you handled it. We are human, and we are not going to get everything right 100% all of the time. I want to make sure before I part with my hard-earned money that my experience is going to be good, even if something didn’t go to plan.
When I see negative reviews about a company online with no response, my first impression is that the business doesn’t give a damn and they don’t value their customers. That impression may not be the case, and that they actually do love their customers. However, that’s not coming across online.
The truth is, 60% of consumers look to Google for reviews. I suspect that this number will grow over time and online customer sevice will be just as important as face to face.
Ok, so what should I do?
Here are a few tips to help you out to keep your customers happy.
1. Take a deep breath
It can be hard to receive negative feedback and responding out of emotion is no good for anybody. Things can get out of hand quickly when this happens.
Keep it polite and empathic to your customer's experience.
2. Respond within 24-48 hours
Your customer took the time to write their review, so they do expect a response from you.
Even do this for your positive reviews! Customers love to be acknowledged and these customers are your promoters. Send them some love back.
3. Offer to fix the issues
Acknowledge the problem and try to take it offline to remedy.
4. Take this as an opportunity
Receiving negative feedback is an opportunity to improve your business, so view this as beneficial. I recommend monitoring your good and bad reviews and look for themes. This will give a picture of what is working and what you need to improve on.