All businesses will have a disappointed customer at one point in time or another. How you respond to that customer could build up your reputation, or it could cause it all to come crumbling down. If you jump into the negativity surrounding the online review without thinking, it could do far more to harm your reputation than the original negative review did. It is very important you know what steps to take to minimize the damage of a bad online review, and work to fix it effectively.
Step One: Gather the Facts
While your customer may have had the worst experience ever, they may also have gotten caught up in a miscommunication along the way that is easily remedied. Until you look into the situation, you may never know. Start off by gathering all of the facts about what happened, then reserve your judgment until you have everything in front of you.
Step Two: Take Responsibility
No matter who was at fault for the problem, make sure you visibly take responsibility for the damage. The quicker you do this, the better, but do not say anything until you have all of the facts. Taking the time to gather those facts allows you to come up with the proper wording in your mind before anything else goes online. Showing that you take possession of the mistake is a good start to many customers.
Step Three: Resolve the Issue
Make sure you reach out to the customer to make the issue right. If there was a problem with a product, find out how you can replace it. If the customer got double-charged, expedite their refund. Make something happen quickly to show that you take problems seriously and want to fix the issue, not just for them, but because your company is a stand-up company.
Step Four: Address the Rest
After these other steps, you now address any online issues that may be left over from the bad review. Respond to the review politely, explaining what was done to correct the issue, and apologize once more. Make the wording concise and make sure to show that your words are genuine. Never put blame on the customer, even if it was their fault to begin with.
For help addressing poor online reviews, reach out to us here at JAZ Design Company, Inc. We will help make managing your reputation easier, and give you the tools to create lasting bonds with your customers.
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