Five ways to handle bad customer reviews
Field Service Business leaders and entrepreneurs know how to handle criticism from peers about their management styles, business practices and financial decisions. Handling criticism from customers, though, can be a lot tougher. After all, bad customer reviews are more than just a point of view expressed by one individual because they may be posted on a wide variety of websites. They can have a negative impact on your business’s bottom line and can make it difficult for you to attract new customers.
It’s important to address bad reviews so that you can regain client trust and make positive improvements to your business’s products and services. If you’re recoiling after reading a negative review of your business, take time to figure out how you’ll handle the review before it does too much damage. Use your field service management application to locate and manage unhappy clients.
Here are five great ways to handle the bad customer reviews you may encounter from time to time.
Proactively prevent them
The best way to handle bad customer reviews is to prevent them from happening in the first place. Put a protocol in place to collect customer feedback so that you know where your business shines and where improvements are needed. Of course, you can’t please everyone or prevent all negative reviews. However, you can combat bad reviews by asking your customers to share their positive experiences with your business on sites such as Yelp, Google and Facebook.
Get in on the conversation
When you read negative comments about your business, chime in. Let the reviewer know that you’ve heard their comments and address their concerns honestly. Highlight why their experience with your business was not the norm, pointing to positive customer reviews if possible. Of course, you should never attack a reviewer or make rude comments. Maintain a calm, even tone at all times.
Offer an apology
Even if you don’t feel like your business has done wrong, it’s good practice to offer an apology. We live in a world where the idea that the customer is always right is an ingrained notion. You don’t have to apologize for the quality of your services or goods. Instead, tell the customer that you’re sorry that they feel like your business didn’t do good by them. This saves face with both clients and employees.
Ask for a second chance
Consider every bad review an opportunity to win a new customer by offering to fix the problem. Ask for another opportunity to meet the customer’s expectations. Address the specific problem, map out how you’ll make sure it doesn’t happen again and then call on the customer to reach out to you or visit your business.
Highlight your progress
It’s a good idea to let reviewers know how they’re helping you improve your business. If someone leaves a negative comment about your scheduling process and it leads you to change how things are done, let them know. Thanking your customers for helping you improve is a great way to turn bad reviews into constructive reviews. Of course, it’s also a great way to prevent bad reviews in the future.