How to Respond to Negative Feedback Constructively
It can be difficult not to take things personally in business. These tips will help you deal with critism in a positive way.
In a recent IG post, I had to deal with a user who had some less-than-complimentary remarks about my offer to give clients a free lighthouse consultation. This was so they knew where their websites needed to be improved. The giveaway was supposed to be a holiday gift. The negative feedback was pretty confrontational and, to be honest, hurtful. Despite this, what I took away from this feedback was a very critical rule in small business: ALL FEEDBACK is constructive. Disgruntled customers tell at least 15 people about their experience. An even worse situation would be when they leave a one-star review for everyone to see. A bad online review or negative remark can reach millions of people. A dissatisfying review can be taken as an opportunity to improve, or as an insult to take offense. Having said that, I would like to discuss how we can start the new year by dealing with negative feedback constructively (with my own personal example).
try your best to remain friendly and professional.
Identify the customer by name.
You might think there's no need for this little psychological trick. A quick hello or a "Dear Sir" won't make your response stand out as much as writing the person's name.
If you're not running anonymous surveys, the name of the person appears in the review, so it wouldn't take a lot of effort to figure it out. Saying their name and referencing their feedback shows that this isn't an automated scripted response and they're talking to a real person.
Start the conversation in a friendly manner if you think the issue with your business can be resolved.
Apologize
If you won't apologize for the issue, what's the point of acknowledging it? If the customer is in the wrong, you should always apologize even if you believe they are at fault. The purpose of an apology is not just to appease the customer, but also to demonstrate your commitment to high-quality service to others.
Empathize with the customer's situation
To understand a customer's frustration, you don't have to agree with them. Put yourself in their position. It's disappointing to receive a service that falls far short of what you were expecting. Having to deal with it can potentially ruin your day.
Therefore, a negative reviewer deserves your empathy. All of us have experienced situations where something did not meet our expectations. Tell them you understand their feelings to ease the discussion.
Negative feedback is still valuable, even if someone is just downright unpleasant.
4. Adequately compensate the consumer
Having a negative experience with a company and having them brush it off as if it weren't a big deal is one of the worst things you can experience. Your misstep has cost the customer time or money. So, ensure you go the extra mile and incentivize or compensate your customers to return. Apologies go a long way, but a 20% credit on their next service will encourage them to return. One-time customers can become lifetime customers if you're willing and able to go that extra step.
5. Invite the Customer to Resolve the issue Offline
Consider resolving the problem offline. If you resolve the problem with your customer in person or over the phone, both parties will be able to accomplish their objectives. You can extend that invitation after your initial apology by creating a script that extends and invite for the customer to reach out to you via phone or email. Don't forget to include your name, title, and direct contact information (or those of a manager at your business with authority).
Please do not ask the person to remove the review. This will almost always make matters worse. Your job is simply to assure the client that their complaint has been heard.
Business owners should refuse service to anyone who doesn't treat them respectfully.
Final thoughts
As good business practice, the customer is always right, but don't risk being abused just to get a positive review. There are always exceptions to the rule. There are some people who are disrespectful, abusive, and impossible to please. A business also has the privilege of refusing service to anyone who does not treat you with respect. Negative feedback needs to be handled in a constructive manner, but I will advise business owners to set limits. Remember, money is good but not all money is good money.
