As your customer base grows, your team will likely make mistakes from time to time. Let’s face it, no business is always perfect. How you respond to these mistakes determines the way customers feel about your brand.
Your customers will appreciate you being authentic and honest with them, so keep the conversation real. According to research, 85% of Americans are willing to stick with a brand if they know it has a history of being transparent. Customers don’t expect you to be perfect, but they do expect you to take responsibility when mistakes occur.
Always take the high road when you respond to negative reviews. Keep your reply civil, polite, and focused on the customer’s dissatisfaction.
-
Apologize, offer solutions, and empathize.
Saying “I’m sorry” lets the customer know europe cell phone number list you care about them and value their opinion. Offer to make things right by providing a solution – a free meal, replacement of a damaged item, a discount on their next purchase, etc. Most customers won’t take you up on your offer, but it’s important that potential customers know you’re willing to go the extra mile.
Showing empathy also helps diffuse the situation. Remember the customer’s experience is their own. You may disagree with the facts of the situation, but you can’t deny how they feel.
-
Keep your response short and sweet.
It’s best not to ask follow-up questions or go into detail. You don’t want to inadvertently say something that might further upset the customer and cause them to add more negativity to their review. A good rule of thumb is three to five sentences for your whole response. Also, don’t include your business name or any relevant search keywords. You want to avoid having this review marketplaces are disrupting your business show up in search results!
-
Sign your name.
This little detail makes a big impression. By signing your name after each response, you show your customers that you’re a real person. Customers are usually kinder when they know they’re dealing with another human, and it shows them your company values their review.
-
Ask them to update their original review.
Customer reviews are just the beginning of a larger conversation. After you send your initial reply, be ready to have an in-depth conversation with the customer. Try to identify exactly where your company fell short of their expectations.
If the customer seems satisfied with your response, ask them if they would update their review. Now that you’ve changed their perspective, it’s the perfect time to ask them to revise their original feedback. It’s important to update the original review because potential customers may not read the whole thread and see the positive resolution.
Here’s an example of how to respond to a negative review:
Thank you for taking the time to give us feedback. We’re usually known for our exceptional customer service, so I am sorry to hear we missed the mark here. My name is [name] and I am the [Owner / Manager]. If you’re open to lithuania phone number discussing this further, please contact me at [phone number/email]. We’d appreciate the opportunity to make things right and hopefully earn back your business.