More and more consumers are going to social media and various other websites to file complaints and ‘review’ businesses. To ensure you’re building trust with your customers, follow the steps below to restore faith in your brand, keep a customer, and learn from your mistakes.
Respond quickly. If possible, try to respond to the complaint within the first few hours of it being posted. For a lot of consumers, they just want someone to listen to them and ignoring the problem can only lead to more negative reviews.
Take the Conversation Offline. Try to engage the irate consumer one-on-one, to offer that person the best possible solution. An on-going conversation can not only fill a newsfeed, but it prompts other parties to get involved. You want to avoid this. It gives that consumer individualized attention and makes them feel like they were heard.
Acknowledge mistakes. Acknowledging a problem is the fast way to resolving it. Take ownership of the issue and post solutions on how to fix it. Most people will remember the outcome of an issue rather the initial problem itself. As always, be respectful and when appropriate, apologize. Be genuine. Most consumers are smart and tell when you’re not being sincere.
Get Personal. Use the customer’s name in your response and empathize with their frustration. Using automated templates is a great time-saving tool, but before sending any sort of reply to a situation, read it through it first and personalize it as much as you can, even if all you have to go on is the customer’s name. In other words, don’t take the consumer’s anger personally and respond in that effect. Most of the time they’re angry at the situation and they just need a sympathetic ear.
No one wants to receive negative attention, but it’s inevitable. Sometime in the future, your business will receive a negative review. Be prepared. Form a crisis plan with your team just in case you ever need to respond quickly. Preparing yourself as much as you can is the best way to turn a negative into positive. Accepting consumer feedback for your brand, both good and bad, helps to better your brand and build trust with consumers.