The business world has been in a tremendous transition. Changing from the traditional methods of dealing with clients to a customer empowered world where a customer complaint or rather a ‘bad review’ can hurt your reputation badly. Online businesses have a gigantic scope and this platform is in the heart of how businesses succeed. Its image is meant to be attractive to both active client and the prospective customer. which is why bad reviews hurt a company -both financially and emotionally.
The thing is, today customers can tell and rate how good a product is by looking at the client reviews and their experiences with a product. Therefore, as much as positive reviews can help a business attain massive profit margins, bad reviews can the same way negate the margin. It’s equally powerful.
So it is important to be savvy when it comes to dealing with customer’s experience with your product, because whatever they say is a testimonial and the next 50,000 people who will see it, will make a decision on what kind of products/services you offer and whether to buy it or not.
Therefore, you need a PR mind to learn the communication attributes of dealing with this kind of client crisis.
Here are some few takes on how to cope with bad reviews:
- Cultivate a Responsive Attitude.
Most businesses try to have the review pulled down. If you do this all the time you are not solving the problem. The review is not the problem; it is a result of a problem. And if you have one client talking then you probably have 5 times the number of clients experiencing the same, only that they don’t have time to correct you, they move on to better businesses.
SOLUTION: take the bull by the horns, but carefully. You don’t want to hurt your business in the process.
If the complaint is true, accept that you are wrong and empathize with the client to show him that you understand how that must have felt. Let them know you care. And more importantly let them know clearly that you are in business to meet people demands, and you will do anything to achieve that.
You can Promise to make things right and you can even go the extra mile and offer direct contact with the customer to have a better experience than the last one.
- DIAGONISE AND RESOVLE.
What is more important here is to Take bad reviews seriously.
Get to know why your clients are complaining, you don’t want to lose a client because of a misunderstanding or a one-time mistake. Don’t throw blames, get your information right and resolve it.
You can for instance say ‘I wouldn’t like it too, if it were me’ this way you create a rapport. Now from here respond wisely and be human.
Phrases like ‘is there a way to make it right?’ or ‘we will get you a better product of your choice for the same price’ is a friendly way to show that clients are not risking buying from you.
- GET RID OF IT!
The first rule of business is to make good relationship with customers for sustainable profits and sometimes to be honest there are some ‘clients’ who are just out there to taint your name for no reason at all. Yes! I believe it’s only fair to say it out loud that you will have to deal with jerk personalities in the business world. In these case, they don’t serve you any purpose and referring to the first rule of business, they are not valuable so just get rid of them before they break your customer service team. These little devils can get very personal, don’t give them a chance. Stick to business.
The last but not least, check out yelp if you haven’t yet and familiarize yourself with critics and bad reviews.