Are Complaining Customers Good For Your Business?
One thing that can be very disappointing is when you get a negative business review for the first time and it kills your good reputation. But are complaining customers good for business? With time you may get used to that one review, get a thicker skin and you may think that your company does what it needs to do to keep everything going smoothly and that you cannot please everyone at all times. It may be true that you cannot please everyone at all times, nevertheless, even though you may be a seasoned business owner, you may be surprised at how much a negative review online can hurt your chances of growing and getting new business. It might seem pointless, but there are many ways that you can deal with this and turn it into something positive, publically for your business.
How To Deal With Complaints Correctly
The first thing you need to do with a complaint online is to tackle it right away and not wait too long. If you take a long time to respond it could make you look like you do not care and make your reputation even worst. You need to recognize the problem; the customer and make a sincere apology for the situation that occurred and that you are making changes to improve that circumstance so it does not happen again. You do not need to put it in those exact words, but these are the basics and if you follow them, you will look much more professional and your customer will appreciate you getting back in touch.
Whichever the place the review was left on, Google My Business, Facebook, and Google Plus reply on social that same channel and do leave the customer’s personal information there. You may be surprised to hear that not only is your customer much more likely to refer you than if you had ignored it or replied to the review in a negative way. People who also find that review will see that you actually took the time to reply and it was in a positive tone rather than starting a war. This will increase the awareness of your customer service and that you take action to better your company and your client’s experience because you actually care. By doing so, you will find that other customers may defend you on these review channels and your reputation may set you apart from your competitor. So do not take that review as a completely bad thing, and turn it into something positive.