Walt Disney once said, “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and they will want to bring others.”
Customer satisfaction plays a significant role in the success of your business. But no matter how hard you work in pleasing your customers, not everyone will walk away happy. You are likely to receive some negative feedbacks at some point. Ignoring complaints and reviews is definitely a no-no as it will only make things worse.
Here are 3 reasons why you should respond to negative reviews.
Resolve the issue
We are humans and we all make mistakes. Customers know and understand that. However, you also need to own up to your mistakes and apologize.
Do not ignore customer complaints. Reach out to them as soon as you learn they are unhappy. Try to resolve the issue in the soonest possible time. Also, make sure that the resolution that occurred meets his or her needs.
Show you have great customer service
According to a survey that was conducted by ReviewTrackers, 21% of customers expect to receive a response from the company within 24 hours of posting a review. 25% of consumers are more considerate and expect you to respond within 3 days. Whether it’s a positive or a negative review, it is important that you take time to communicate and respond to your customers.
People are expecting you to respond to their complaints, so they know you’re looking into it. We understand that you have a lot on your plate right now, but customers will appreciate it if you reply in a timely manner.
Protect your brand reputation
People are complete suckers for online reviews. In fact, 88% of consumers read online reviews before making a purchasing decision. While positive reviews will give them enough reason to push through with the transaction and purchase your products, negative reviews can negatively affect your business.
Reviews reflect the quality of your business. The more negative reviews you receive, the more unsatisfied customers you have. Don’t let bad reviews ruin your business. Take the time to respond to these reviews and protect your brand reputation, but don’t be defensive. Getting defensive will only lead to more problems.