WHAT HAD HAPPENED WAS… You gave the customer a 5-star buyer experience and the buyer replied with a 3.3-star seller experience. What! Your ego wasn’t crushed but you were definitely confused. You know your product and services are great because 95% of your customer ratings are 5 STARs. You start thinking, maybe this is inevitable. Maybe all successful people have negative ratings. Unfortunately, you cannot change it and it is visible for the whole world to see. What are you going to do?
You can get mad and send a rude message to the buyer, which could be reported. OR, you can use it as an opportunity to better understand why you received a negative rating.
Maybe he / she realized something you did not know…your services are not for everyone. Sometimes, the buyer will explain but in most cases, they will avoid conflict by ignoring your request for more information. Nevertheless, YOU ARE STILL AMAZING. Below is the 5-Star approach to customer engagement due to a negative review.
5-Star Customer Engagement Tips to Handle Negative Reviews.
With over 20 years of customer service experience, the proper approach must be professional in manner.
1. Remove any personal opinions or feelings from the situation.
Avoid bashing the buyer for providing constructive criticism. The buyer could retaliate on social media or other platforms and you do not know who your customers know. Word of mouth is a double-edged sword when it comes to marketing. People can praise you and raise your clientele or people can shame you and pull down your sales. In other words, treat people the way you want to be treated.
2. Draft a request for feedback.
If you want to seek feedback, make sure your reason is worth their attention. For example, “Your feedback will help me improve my products or services”. Feedback is helpful in understanding why you did not meet the expectations and you may get some solutions too. When drafting the request start with acknowledging the buyer’s disappointment. For example, “Hi [insert name], I received your review regarding the [insert product or service name]. I appreciate your transparency and apologize for the experience.”
3. Read the request for feedback.
Read it to yourself to make sure you omit any barriers to communication such as grammatical errors, personal opinions, apathetic language, or offensive tone. Avoid using all CAPS, BOLD font, and the word “you”. No one likes a finger being pointed at them. You may want someone else to read it too.
4. Send the request for feedback without expectations.
The buyer may or may not reply. Regardless, you can use the experience to re-evaluate your target audience or refine your advertisement for services (to avoid misrepresentation). You want to make sure potential buyers know exactly what they can expect from your products and / or services.
5. Show Appreciation.
If the buyer replies to your request for feedback, return the favor with a THANK YOU and FREE revision (if possible). Treat your buyers the ways you want to be treated.
If you need advice on how to handle a bad review, feel free to leave a comment below.