Choosing how to respond to customers’ reviews can be tricky! Any company receives both negative and positive reviews, but how you manage those can be the difference between having a great or a bad reputation. Therefore, read below to find our Ultimate Checklist for Responding to Customers’ Reviews:
I. How to respond to negative customer reviews
Follow the steps below and watch your customers change their negative reviews to positive or increase their star rating:
1.Thank them for choosing your company
Always start by thanking your customers for choosing your company and taking a chance on you! Thus, you show to them and all your other customers that you don’t take their business for granted.
2. Apologize about the bad experiences they have had
This is one of the most crucial parts! If you have received a negative review, don’t get defensive and try to prove your customer wrong. Instead, simply apologize for the bad experience your customer has had, irrespective if it was your fault or not. Often a customer writes a negative review to express their frustration, in which case apologizing is the best way to diffuse the situation.
3. Do your best to understand their reasoning and be empathetic
Follow your apology by showing that you truly understand your customer’s frustration. After all, have in mind that you are dealing with a real customer who left the review: a person with feelings, who might have had just a bad day. Show empathy the way you would to your best friend and watch your customers turn into your brand ambassadors.
4. Explain why this might have happened
Giving an explanation to your customer why the mistake has happened can make them more understanding and forgiving. After all, to err is human!
5. Offer a solution
The next logical step is to offer them a solution. This can be a return, a refund, a replacement, or something else. Be creative and ensure that your customer is left happy.
6. Promise to fix the issue so that other customers don’t experience it
Finally, make the promise that you will work hard on solving the issue so that other customers don’t have to experience it. This will show that you take your customers’ feedback seriously and put effort into improving your products and services based on what they think. Once you have fixed the problem, share this with your customers to stimulate sales.
Are you interested in how you can change negative reviews into positive? Read more here!
II. How to respond to positive customer reviews
Responding to positive reviews is just as important as responding to negative! After all, your customers took the time to give you feedback, so you should also take the time to thank them personally. In addition, by answering to all the positive feedback you receive, you can emphasize all the wonderful things about your company to both existing and potential customers.