It can be a wonderful feeling to receive positive reviews, where customers praise your service, product, and employees. But no business can satisfy all customers at every purchase. Therefore, there will be times when customers are dissatisfied and choose to write negative reviews.
The following strategies can help a business prevent and deal with negative reviews:
Be informed – Monitoring social media and other online customer review websites can let the business know when a review has been posted. Review websites such as Revdex.com, Yelp, TripAdvisor, and BBB offer customers and businesses a neutral platform to write and respond to reviews.
Respond – Most often businesses may not know how to respond to a negative review as they may not be able to gather all the facts. However, acknowledging the review can often let a disgruntled customer know that the business is looking into their comments. It can also reduce the chances of the same customer forwarding, sharing, and posting on other websites. Additionally, providing the customer with a direct contact number to reach the business, can reduce misunderstanding, while taking the conversation offline.
Compensate – Compensating the customer will maintain customer loyalty. Although a full refund is ideal, a gift, a discount on the customer’s next purchase can also help to maintain customer loyalty. However, avoid providing compensation details online and instead send it via email or inform the customer directly over the phone. Posting compensation details can encourage other customers to request the same.
Revdex is an online business directory. Revdex’s aim is to improve the connection between consumers and businesses. They provide the customers with an opportunity to browse and post negative complaints and reviews about businesses and they make it easier for their voice to be heard by the companies.