Despite our best efforts, negative feedback and reviews can happen anyway if a customer is very dissatisfied or upset. There are, however, ways to help turn the experience from a negative to a positive:
- Reply respectfully. If the negative response was left as a review, log into your review site and reply publicly with a respectful message (ex: "We appreciate your business and are very sorry to hear of your poor experience. We would like the opportunity to make it up to you. Please contact us directly, by phone or email, at your convenience.") This displays professionalism and genuine concern for your customers. Your main goal is to take the conversation offline—avoid heated discussions that are public, as it can appear unprofessional to potential customers.
- Reach out. Contact the customer directly to see if there are any resolvable issues. Investing in a positive customer experience goes a long way with each and every customer.
- Offer a discount. Do not use this as an incentive to remove a review, as many review sites will suspend or negatively impact your page if they find out you have done so. This allows you the opportunity to provide a second, more positive experience and change the customer’s mind about your business.
- Ask for a second chance. After making amends, ask the customer if they'd be willing to edit their negative review into a positive review.