Turning The Tide in Your Favor: How to Effectively Address Consumer Complaints!
Regardless of how much you try to please every single customer that buys something from your business, you are always going to fall short. You might not like hearing the old saying that you can’t please everybody, but the sad reality is that it’s the absolute truth. However, that doesn’t have to be where your brand’s story ends. You can actually turn all of the negative feedback that you receive into positive growth for your business in five different ways.
Address All Types of Feedback
Whether you are receiving positive or negative feedback, you need to make sure that your customers and clients feel appreciated. Keep in mind that they did not have to say anything; they could have chosen to stay completely silent. One study confirmed that is exactly what most consumers do.
This is not only true in case of an ecommerce gallery where you might want to showcase your products in front of the world, and for which you might be receiving the feedbacks for; but even if you run a website that offers services, you need to pay attention to the feedbacks that you receive from your customers so that you are able to retain their loyalty towards your brand.
For every one customer that submits an official complaint, there are at least 26 other dissatisfied customers that would rather talk about their issues with other people instead of having them addressed by the company that offended them, according to Customer Service Manager. Take the time to make sure that your customers know that you hear and acknowledge openly what they have to say. This will go a long way in making them feel that you value them as much more than just a dollar sign on your annual cash flow statement.
Accept and Acknowledge All Negative Feedback
If you are serious about allowing your negative feedback to lead to positive growth for your business, then you will accept and acknowledge all types of negative feedback that is received – regardless of how inaccurate or farfetched it may seem. The old saying that the customer is always right is ironically not right at all.
However, you should still make the effort to establish peace and come to an amicable agreement with the customers that left the negative feedback. Keep in mind that burning bridges will get you nowhere in life – personally or professionally. However, you might actually be surprised when you figure out just how many customers will love your company even more when they see how you handle the negative feedback that you receive.
Find the Underlying Issue and Resolve It
With almost every consumer complaint, there is an underlying issue that needs to be identified and resolved. Once you take away the emotional tantrums and eccentric behavior of an irate customer, for instance, shift your focus towards the underlying issue. What caused them to become so mad in the first place? One study showed that high pricing is surprisingly not the main reason for most customer complaints. According to LinkedIn, the primary cause is actually poor customer service. However, another study showed that a dissatisfied customer that has their complaints resolved are more likely to stay loyal to your company and even promote your products and services to their friends and family members, according to Return on Behavior.
Do Not Delete Negative Social Media Comments
Since social media platforms provide your customers with the ability to communicate with your brand in real-time, this can easily leave the door open for some uncomfortable conversations online and massive amounts of negative feedback. Before you try to make it all “go away” simply by deleting each negative comment, you need to keep in mind that the customer is clearly giving you the chance to make things right again. Otherwise, he or she would never have said anything at all.
Maintain the Proper Perspective
The final step is to make sure that you always maintain the proper perspective when it comes to your negative feedback. Accept the fact that you are going to receive it, but make definite plans to find the underlying issue and resolve those particular problems in order to turn a frustrated customer back into a happy one.