Don’t you hate it what there is another bed review on Google My Business or Facebook? We do too. But you should not only hate it but also accept it and learn from it.
So, you just received a bad review. Step one: don’t panic! Any business will eventually get a bad review, there is just no way to avoid it.
Instead, take a deep breath and get ready to really shine.
Your most awful client could actually help you. If you handle the situation well, unwanted review poster can turn into your lifetime advocate. That way you will show how you care about your customers and do everything to help them.
Here are some things you shouldn’t miss from your unhappy customer.
Nobody is going to be more honest with you than an unhappy customer. They may point out whether any internal processes need to be fixed when dealing with customers so make sure to take notes and keep it in mind.
Turning unhappy customers into valued customers will dramatically impact your repeat business. Everybody knows that problems happen. It’s how you make up for the inconvenience that makes the difference. You distinguish yourself from your competition by the way you deal with this kind of situations. Customers who you helped will come back to your brand over and over again when they know you’ll address any problem that they may have.
Always remember – complaints are much better than the silence. The only thing worse than a customer complaining is one who simply leaves and never purchases your product again – without telling you why.
Don’t let the problem grow. It is critical that you use your interactions with unhappy customers as an opportunity to turn them around. Unresolved complaints usually escalate. People post about it on social media and even more unhappy customers get together. Don’t ever let that happen. Be thoughtful and react quick.
People love when their problem gets solved. An unhappy customer that’s transformed into a happy one becomes even more loyal than a usual customer. Meaning, we are even more satisfied when we’ve had some problem and it’s been satisfactorily handled than if we never had the problem, to begin with. After you successfully help a customer with their problem they are more likely to tell their friends about it or share it on social media, which will only benefit your business.
Don’t forget to follow up with your customers after you resolve their problem. Make sure everyone ends up satisfied. This will really show that you care about your customers.
Dealing with unhappy customers is an important part of your business that can bring you even more loyal clients. Always read your business reviews and make sure to help every client you can.
Running a business takes a lot of time. Handling the reviews is another thing Surf Your Name can easily help you with. We have many different approaches to manage the reviews of your business. We know everything about how to encourage your customers to leave a review and how to work with it after they do. Call us today at 515-4WEB-GUY (515-493-2489)! We would be more than happy to help you grow your business and help with social media.