Dealing with Upset Customers: How to React on Negative Feedback
Angry and dissatisfied customers are, unfortunately, a normal part of business. You can encounter nasty words, devastating comments or wicked statements at some point. Many business owners usually say that having a website and social networking account is a good way to start a conversation. But understand that it is a two-way channel.
You can tell your target market about your recent products, how great you are or how they can benefit from your product. Your customers, on the other hand, can also say whatever is on their minds – the good, the bad and the ugly – and you can’t stop them.
Worrying about upset customers can be stressful, and it’s easy to just let your emotions rule and create heated arguments. That, however, is not a wise move as you will regret doing it in the long run. As a trusted name in the digital marketing industry, we want to share how you can deal with disappointed people online.
Be Familiar with Different Types of Feedback
The first step you should take is to identify what type of feedback you have encountered. Is it constructive criticism, merited attack, trolling, spam or a big issue with your product or service? Keep in mind that no two negative comments are alike, and you should know that each one has a different kind of response. So, figure out first what is the appropriate answer. Respond promptly, but not too fast. Timing is everything.
Listen Without Emotion
You should not respond and talk to someone if you are in a bad mood, as it can only worsen the situation. Decide when and how to react. Accept the fact that customers have a right to be upset. Listen to the complaint, acknowledge it, explain and provide an answer. Affected customers need assurance that their concerns are being heard, so give it to them.
No matter how bad the feedback is the number one rule when responding is to be patient and stay positive. Your customers should be your first priority, problem second. We know the value of your reputation. Understand that even a single annoyed complaint can tear your company down. So avoid sabotaging your brand online.