Negative customer reviews - how to deal with them
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- čas přidán 31. 07. 2024
- Believe it or not, negative customer reviews can be good for business - if handled properly. In this week’s episode of Whiteboard Thursday, Nick Campion runs through the do’s and don’ts of dealing with poor customer feedback, explaining how to make those 1 star reviews work for your business and avoid a potential marketing disaster!
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This is always a difficult thing to do, especially as the owner of a small company. When you put in so much hard work into making your business successful, it can be devastating to see customers unhappy as it can feel like a personal attack against you.
Good comments Peter! Yes it is important to put yourself in the customers shoes. What else did you like from the video?
What about when people leave anonymous reviews. Where you cannot contact them and you can’t really investigate properly.
Hi Nazia, thank you for your comment! In this instance you should reach out to try and get the customer to contact you to allow them to investigate the matter fully. Have you had to experience a lot of anonymous reviews in the past?
Great advice indeed. Don't run away from problems, it only makes it worse!
Thanks James! What would you like to see next?
Great advice, wish I'd seen this video earlier rather than getting into an argument on Trustpilot with one of my customers!
Thanks John! Oh no, an argument with your customer! It looks like our video maybe able to help you with your customer reviews. What else did you learn?
Always so informative! Thanks guys😊
Thanks Sara! We are pleased you liked the video. What did you learn?
I like the "solving a murder" analogy Nick! If business owners approach every negative review in that manner, then I can imagine they will be able to come to greater conclusions on how to handle each unique customer in the best possible way. It's also difficult to have faith in a customer's ability to be understanding after reading a negative review, but it certainly is the necessary approach :)
Thanks M.N Ahmed, we are pleased you liked the video. What would you like Nick to cover in another video?
This advice is so relevant as I always check out the 1 star reviews first. I am not particularly interested in finding out the details of the customer's issue; however, I am super interested in seeing how a company deals with the situation. Great video Nicholas!
Thanks Graeme! Fantastic feedback about seeing how the company deals with the situation. What would you like to see Nicholas cover next?
The wider public opinion is really important to consider, people definitely read reviews and one bad review definitely stands out more than a positive one
Angus we couldn't agree more with you! What is the worst review you have ever received?
Very true. I get completely put off when I see that a company has sent a customer an aggressive response, defending their bad customer service, instead of rectifying the issue.
This can be very damaging! Especially for those small companies where reputation is Key! How would you deal with negative reviews?
Excellent video! Really well explained every facet of reviews, thanks!
Thanks James! We are pleased you liked the video, what did you find most interesting?
Thank you for sharing these tips with us 1st Formations!
Glad it was helpful!
Excellent advice! It's so important to deal with negative reviews in an appropriate manner. Thanks for sharing!
Thanks Zafirah! We agree that it is important. What did you like most about the video?
All feedback is good feedback if used correctly. Negative feedback provides an opportunity to consider what went wrong and how this can be prevented in the future. Positive feedback provides an opportunity to build on what is being done well and continue to seek to improve this.
Thank you Margaret! We agree with you on negative feedback. What did you like most about the video?
Great advice as always! Happy customers tend to stick around!
Thanks Douglas! Indeed happy customers come back! What would you like to see next?
Congratulations on the video, you are the best!
Thanks for your praise! What else would you like to see Nicholas cover?
Great ideas and great support. Recommendation ;)
We are pleased you liked the video. What did you learn?
Great video - I enjoyed the anecdotes :).
Hey Keziah! I am glad you enjoyed them! Which one was your favourite?
Another great video from 1st Formations! well done guys!
What platform do you recommend using to collect customer's review?
Thanks Tommaso, we are pleased you like the channel. There are lots of platforms you can use to collect customers reviews, one of the main ones we use is Trustpilot. However we recommend looking around at the options and what may work for your business and customers. What would you like to see next?
Trustpilot and Feefo are good customer review platforms and they have a good mechanism to send automated review invitations, therefore making it easy to gather a lot of reviews. I would however recommend Google. It is more difficult to gather reviews; however, it is a better known brand and so tends to be more trusted.
Great advice - thanks for sharing!
Thanks for watching!
too much valuable info, thanks. I would be greateful if you can dedicate a video about permits and how to get them.
Noted!
Thank you ❤
Our pleasure. Have you experienced negative customer reviews?
How do respond to someone if they are threatening to post bad reviews if you do not give them money off? If they do post a bad review because we did not bow to their threats?
Thank you for your kind enquiry. It is difficult and you have to make a judgment call about 1. If they are likely to stay with you if you give them a discount and 2. If the damage of the review is worth more to you than the discount. What do you think you are going to do in this instance?