Eyecare Business by Alicia Hoglund
As published in Eyecare Business, four out of five consumers say they have changed their minds about a recommended purchase based on a negative online review. With online reviews more prevalent than ever, keep in mind the following Do’s and Don’ts when dealing with a negative review.
DO always respond. If you make a mistake, accept it and let the customer know it won’t happen again
DON’T minimize or invalidate the review’s concerns giant water slides
DO listen intently to the customer
DON’T respond with an angry or defensive reply. Even if the complaint is biased or unjustified, people reading the review will assume this is how your company handles complaints.
DO be compassionate and caring
DON’T contact a negative reviewer without a plan to make things right by him or her
DON’T use generalities. Be specific when addressing a problem. Speak to the matter at had specifically where appropriate and avoid canned responses.
DO be willing to give a little. Sometimes customer just want to be heard. Your willingness to go the extra mile might just win them back as customers and even be worth a referral
Posted on 7/3/2014 at 10:00:00 PM