How are you responding to upset customers? No matter what you sell or what industry you’re in, you’re going to experience negative word of mouth. You know, those customers who are expressing their complaints on social media. It just happens. Things break, problems come up and employees have bad days. But it’s how you handle it that separates you from everyone else.
Remember: Negative word of mouth is an opportunity.
A great response strategy can convert angry and upset customers into loyal, raving fans.
So get out there and embrace the negativity. Start responding.
1: You Can’t Respond to Conversations You Don’t See
Great response starts with great listening.
- Set up Google Alerts for your brand and industry keywords.
- Keep a close eye on your Facebook page.
- Listen on Twitter.
- Depending on the type of business you have, read reviews on sites such as Yelp, TripAdvisor and Zagat.
- Make a list of any forums or communities where your customers congregate and regularly check in on them.
2: Determine if it’s Worth a Response
Not all negative comments are worth a response, and not all critics are worth trying to win over. Sometimes, as hard as it can be, it’s best just to move on.
Avoid these situations:
The criticism is on a really small blog or forum, and your response will only bring attention and credibility to an issue nobody saw in the first place
It’s a blatant attack that’s clearly rude and outrageous—and anyone who reads it can see the critic has a personal problem.
A known crackpot who is only looking to pick a fight.
There’s just no way to win in these scenarios. So stay out, move on, keep your head up and focus on the wrongs you can right.
3: Act Quickly
When you’re facing negative word of mouth, time is not on your side. The longer you wait to respond, the angrier the customer will get—and the more likely others will pick up on the issue and spread the negative buzz.At the very least, say this:
“Hi, my name is ____ and I hear you. We’re looking into it now, and I’ll get back to you as soon as possible. If you have any questions, contact me directly at _____.”
A message like this does two things:
The ranter knows he or she has your attention—there’s much less incentive to keep spreading the anger and
It makes a real person with real contact info available, so if the person is still angry, you’ve at least specified a place to vent other than online.
To find out how Max Online Marketing can help with your business, or if you have any questions, please contact us at:
Mobile:07756402542 Email: info@maxonlinemarketing.co.uk
Madalina 