Customers understand that sometimes things do not go as planned—but poor service can be hard to overlook. Showing your customers that you care about them by responding to negative reviews will help you retain their loyalty. Don’t try to hide any imperfections on your review page; give it a little time, attention, and TLC by responding to your reviews.
Here are some key tips to help you turn around a negative review:
Stay Zen
Remember to keep your cool and stay professional when you respond to negative comments. Every time you engage with a customer, you are representing your brand in the public eye. Steer clear of overly emotional words or phrases—regardless of the context of the situation—and make sure to maintain your professionalism to deliver good customer service.
Say Thanks
When your customers take the time to write a review, you should make sure to take the time to thank them for their feedback. Whether the review is is negative or positive, saying thanks shows to them how much you appreciate what they shared and allows them to feel heard. Criticism can provide you valuable insights too, and help you to improve your services.
Offer a Solution with Your Apology
Have you recently received a negative review? Try your best to fully understand the scope of the problem and offer an apology for the negative experience. It is important to acknowledge how your customers are feeling, as other customers may have had a similar experience. Avoid damaging relationships with your clients by trying to find a solution to the problem—whether through a discount code, offering a refund, or changing up a process in your business.
Help Them Get in Touch
A pain point many customers face is not knowing the right channel to reach out to for support when there is an issue. Because of this, they will likely turn to social media for answers. If you are responding to a negative review, make sure to provide appropriate contact information so they can connect with you as soon as possible and you can help make things right.
Showing that you care about your customers and are willing to resolve their issues not only boosts loyalty for your brand, but also its integrity and SEO. Managing all of your social media to respond to these reviews however can be a challenge. At Yoga Marketing we have the solutions you need to keep on top of your reputation—contact us today to learn more!
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