In a highly competitive and increasingly aware customer environment, feedback is becoming one of the main tools for business development. A company's reaction to negative feedback is especially important. The ability to properly respond to criticism helps to preserve reputation, increase loyalty and even attract new customers.
In this article, we will tell you why feedback is so important, how to respond to negative feedback and what steps to take to turn a minus into a plus.
Why businesses need feedback from customers
1. feedback helps to develop
Customers are most likely to share their impressions when something has gone wrong. And while this can be uncomfortable, it's comments like these that are a valuable source of information. They point out weaknesses in the work:
- inconvenient delivery,
- long operator response,
- defective goods,
- service errors.
By fixing the flaws, the business becomes stronger.
2. Increases the level of trust
Reviews are digital «word of mouth.» Potential customers read the opinions of others before making a purchase. When a company is open to feedback, responds to reviews and resolves disputes honestly, it inspires trust.
3. Allows for customer retention
One negative experience can scare away a customer forever. But a competent response can not only keep him, but also turn him into a loyal brand advocate.
How to properly respond to feedback
- Don't be silent
You need to respond to every feedback, both positive and negative. It is especially important to respond quickly to negative feedback.
- Be polite and calm
Even if the feedback is unfair or emotional, you should not engage in conflict. The response should be neutral, respectful and correct.
An example of a wrong reaction:
«If you don't like it, don't buy from us anymore.».
Correct response:
«We are sorry to hear that you have had this situation. Please send us a private message so we can look into it and help you.».
- Thank you for the feedback
Show that you appreciate the customer, even if they're not happy.
«Thank you for taking the time to tell us about your situation. Your opinion will help us to become better.
- Recognize the problem if there really was one
If the mistake is on your side - it's better to admit and apologize than to argue.
«We apologize for the inconvenience caused. We have already dealt with the situation and have taken measures to prevent this from happening again.».
How to respond to a negative review: step-by-step instructions
- Analyze the review: who writes, when was the purchase, what exactly did not like.
- Gather information: clarify details within the company to see if the customer is really right.
- Compose your answer:
- polite tone;
- thanks for the feedback;
- Acknowledgment of error (if any);
- solution proposal;
- an invitation for a personal dialog.
- Post a response quickly - preferably within 1-2 days.
What should I do about fake or abusive reviews?
Sometimes there are false or provocative comments. In such cases:
- Check to see if there was such a client.
- If it is a fake - you can contact the support service of the site (Yandex, Google, 2GIS, etc.) with a request to delete the comment.
- Give a discreet response anyway - other users see how you react.
Example:
«We could not find an order with the specified data in our database. Please clarify the details - it's important for us to get to the bottom of this».
The benefits of negative feedback: it's not a judgment call
Negative reviews are an opportunity:
- Improve the product or service;
- Increase internal discipline;
- Create a positive image of an open company;
- Stand out among competitors who ignore their customers.
Remember: it's not the negativity itself that matters, but how you reacted to it.
Tools for tracking reviews
In order not to miss feedback, it is important to use special services:
- Yandex Business - notifications of new reviews;
- Google Business Profile;
- 2GIS;
- Flamp, IRecommend, Otzovik - depending on the industry;
- Monitoring services: Reputation App, YouScan, Brand Analytics.
Conclusion
Customer feedback is the mirror of a business. By ignoring feedback, a company loses the opportunity to grow. But a careful attitude to feedback, especially negative feedback, allows not only to retain clients, but also to form a strong, stable brand.
If you're wondering how to respond to a negative review - act with respect, calmness and a desire to help. This will always work to your business' advantage.