Even when you’re trying to deliver top quality services to your customers, there is still a chance of making mistakes. Say, you’re a business owner who’s working around the clock to capture the local market. Chances are that in spite of your best efforts to please your customers, there could be one odd possibility of failure. The end result is that you could end up having an unhappy customer. What’s worse is that these customers can leave you negative reviews on review sites or social media channels.
With a proactive approach, you can turn negative reviews into a positive story. In fact, these are the stories which your customers will always remember.
Here’s BirdEye’s stepwise recommendation on how to minimize the damage of your negative reviews.
- Acknowledgment and timely reach out
- Request for a second chance and delight them
- Take feedback and let the world know
Step 1: Acknowledgement and timely reach out
The first thing you should do after receiving negative reviews is duly acknowledge them through your official business account. Respond to the negative reviews with a professional and polite message expressing your sincerest apologies. Go ahead and ask the reviewers to share their contact details. Then, personally follow-up to understand what went wrong. Once the customer details are shared, make it a priority to call them up at the earliest.
Step 2: Request for a second chance and delight them
While reaching out to your unhappy customers, make it truly meaningful by taking an immediate corrective measure. To make this initiative more visible, you can extend them an open invitation to come and retry your service free of cost. When your customers accept your request, make sure that you’re all set to delight them this time around. Pick your best staff or executive to attend to them.
Step 3: Take feedback and let the world know
Upon the completion of your service, go ahead and ask your customers to share their feedback regarding their current experience. Take this as an opportunity to communicate that as a hard-working small business owner, you truly value your customers. Tell them that you’re prepared to make the necessary changes if customers are not satisfied.
Lastly, request your customers to share a Facebook post or tweet regarding their second experience with your business. If you’ve built a good rapport with your customer, also request them for a picture or a quote.
Once your customers post about how pleased they’re with their recent experience, reshare their update with your online audience. You can create a specific blog post that features your customers. Make sure that you cover the story around how you managed to change their experience through your dedicated efforts. Also, share a screenshot of the Facebook post or tweet shared by your customers on your blog post.
Then go ahead and share your blog on all social media platforms, where the visibility of your business matters.
With this simple approach, you can easily turn the bad story around. This will help you reassure your customers about your services. It will also make them understand that you don’t mind going the extra mile to make your customers happy. Also, when prospective clients get to learn about this story, it will put your business in good light.
Negative reviews are no longer the elephant in the room. They are real and harmful. But the good news is that they can be handled with the right approach. So much that you can actually take bad publicity in your stride and turn it into a win situation for your business.
How can BirdEye help?
As a robust online reputation management and customer experience solution, BirdEye’s review monitoring feature ensures that you do not miss out on negative reviews about your business. This feature lets you monitor all your business reviews under a single dashboard so that you can take timely action and resolve customer complaints. Apart from that, BirdEye has a host of other important features to help your business.