With online business, it’s inevitable that you’ll get negative reviews. But we can use them as an opportunity to better our business. Remember that engaging with your company shows that your customers car, and see it as a chance to build back some trust. Because other clients will watch your reaction. Make sure the customer feels heard, don’t make excuses and don’t argue. Acknowledge their concerns and offer next steps. Lastly, apologize, and then thank them.
- When negative comments happen, you should know that you have to expect them and you should have the mindset of taking them as constructive criticism.
- You should not think of retaliating when you receive a negative review but take it as a lesson that will teach you how to be better.
- Whether the negative review is being delivered in person or the review is delivered over the phone, it is important that you listen to it.
“When a customer leaves a negative review or alerts you to a negative experience, it’s the beginning of a conversation.”