Protecting a company’s reputation is part of running a business. Negative reviews of goods, employees, services are directly associated with the customers’ opinion about the company. It is based on a simple logic: if the company sold to a client a not working product, so the company is bad. The level of trust drops quickly, so let’s look at examples of how to respond to negative feedback about the company.
According to statistics given by glassdoor.com, 69 per cent of the company’s employees agree with the fact that employer’s comments on negative feedback from clients improve relations between the parties. But do not forget that there are companies which should learn diplomacy. Let’s start with a successful company response. The method depends on the situation, but it is not a reason to ignore the negative review and not answer the client. According to statistics, 1 negative feedback discourages the desire of 26 potential customers to buy from the rated company. Even if from its part the work was done impeccably.
When Does Company’s Reply is Effective?
The timely reply to a customer is effective when it is fast. If the company’s response follows on the same day the issue with a bad review will likely be solved. Also, when a company apologies, and thanks to a customer for feedback on its goods or services. Even some standard set of phrases is important to interact with clients and give them the feeling of customer support and that they are treated as clients. But to prevent any further such occasions from happening is to solve the problem. This is the main point. The company can respond to feedback as much as it wants, but if it doesn’t solve the problems occurred, then no communication with customers will save your company from the regular customers’ attacks aimed at defending their rights to be serviced qualitatively. On the website https://trustanalytica.com, young business holders can find support and answers how to manage the young business to secure it from failures that depend on customers.
How to Respond to Negative Feedback – Real Story
In 2015, a client of Altera Invest – a company specializing in trading ready-made business, left a devastating review. According to the author, he lost about $30 thousand due to the company’s negligence. The contract number and other details of the deal were attached as the proof. The comment collected 271 pluses from the client’s audience. The manager of the company tried to solve the problem, but everything turned into a real mess. The company replied to their customer with a proposition to solve his problem, but eventually, did nothing to change the situation for the customer for any better. Instead of that, the company cared more about leaving more positive feedbacks about its business and decreasing the popularity of the negative comment left on their website. After the customer noticed it, he filed a lawsuit against the company to get his money back.
How to Manage Your Business and Gain Positive Reputation?
When a customer leaves the negative feedback, in 80 per cent of cases this is for a reason. Most of the customers don’t waste their time on minor problems. Only about 20 per cent of customers leave negative feedback because of their personal reasons. To sort things out the company need to find out if there were any objective reasons to make a customer want to leave negative feedback. Without doing it, the company risks losing in the quality of its services and consequently lose even more clients.
Service your customers properly and be interested in their problems to make your business prosper.
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