Negative Feedback – It’s Going to Happen Eventually
How do we respond when we hear feedback from an unhappy customer? Can anything good come from the interaction? Do we simply try to appease and get away? Do we defend ourselves or our products? Is there a better way to respond than another?
Our partners over at tawk.to wrote a great blog post on the value of unhappy customers. Regardless of how reasonable or unfairly the customer is treating the situation, there is always a silver lining.
The Good – Be Humble
Sometimes the feedback is good. Believe it or not, failure is the key to success and we need to hear honestly about how we’re doing. When someone provides feedback, first take the time and look at it objectively. Perhaps they’re right… There is an issue that you can change to provide a better customer experience. Be humble and know that no one is perfect. Things can almost always be a little better.
The Bad – Respect
Sometimes, however, the feedback is not entirely valid. Maybe the customer was having an off day or simply had a bad experience that is far from the norm. This is not the time to get defensive and prove your company’s greatness! Far from that type of response, this is the time to show the customer how professional and caring your company is – and is able to treat everyone with dignity and respect. You never know who’s watching from the sidelines!
How We Can Help
Are you receiving feedback at all? Some companies struggle just to get any reviews, whether good or bad. This is where direct automated feedback requests come in handy. With our Essential Package, you can setup email feedback requests, integrate with TripAdvisor Review Express, and more. Without you having to lift a finger, you will get valuable feedback that will help improve your business.
