An unhappy customer should never be your company’s end goal; hopefully it’s no company’s goal. Unfortunately, an unhappy customer will always exist no matter how hard you try to satisfy them.
When the customer is unhappy, he or she he might want to let others know about the experience they had doing business with you. Some customers can be nice when sharing their experience, even if it wasn’t a good one, but others can be very blunt, and will not keep anything to themselves.
It can be very disappointing for you, as the business owner to see that all these negative comments keep coming from customers that you thought you did a good job when offering them your service. It can be especially frustrating when you start noticing that many of the negative comments have a lot of false statements in them. As the business owner, you have every right to be upset. But, what can you do? You don’t want to respond with an aggressive comment because it will just make you look bad. You can’t ignore the customer because it will make it seem as if you don’t care about the customer’s experience.
So how can you properly respond to an upset customer without damaging your online reputation?
Your online reputation is extremely important, especially now that online consumer reviews are the second most trusted source of brand information. It matters how you are responding to your customers and what they are saying about you. A great response tactic can convert an angry and upset customer into a loyal and wild fan.
There are different ways and tips that you could take in order to come up with a good and intelligent response for an unhappy customer.
According to Social Media Examiner, these are some steps you could take:
Negative comments are tough, especially when they are posted publicly and other potential customers can see them. But the way you decide to handle them without ruining you online reputation… that is all up to you. You will decide what is the best way to answer and if that answer will really benefit the customer and your business.
Don’t let a negative review win you over, but make the best out of it & see it as a way to improve your business.
Let us know in the comments below how you deal with upset customers without damaging your online reputation.
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