How do you deal with negative feedback?
I heard recently a great quote I wanted to share with you regarding negative feedback from disgruntled customers.
‘It’s not about having a problem with a customer – it’s how you react to that problem.’
That is the power of dealing with the feedback professionally.
So what would you do when/if you receive any dreaded negative feedback?
What if someone posts negative feedback on your social media pages?
Oh…. the embarrassment. It’s there for all to view and see. This certainly starts anyone’s day off badly…for sure.
A friend of mine runs her business and recently discovered a disgruntled customer had posted on her Facebook page – negative feedback by way of a comment. The customer was moaning and making critical comments without having contacted the owner of the business first.
You could join in an argument via Facebook and fail to resolve the problem, with everyone watching what you say next. Or you could discover the issue for complaint and try your best to resolve the problem amicably and at least in private.
How about trying to solve any problem amicably?
In my experience – treat a person who has an issue with respect. Deal with the issue in hand in a prompt and courteous manner. This can result in a raving fan.
This is rather than even more negative comments being shared on social media, when a battle of words starts and even worse – in public.
And how do you communicate with that customer?
Would it be best practice to pick up the phone (if you have their number) and discuss the matter in hand – rather than email or private Facebook messages?
So how quickly do you ‘nip the negative feedback in the bud’ (is that a UK saying?) – how quickly do you react and stop the rot?
Do you regain your customer’s trust?
What could you do better in the future?
One of the big issues of negative feedback is potentially misunderstandings over a cake order.
The shape, flavour, colour, wording….just was not correct.
Why not ensure that you get all the information you need for any order – approved by your customer.
Check out our E. Order Form – design by CakeCoachOnline – specifically to get orders right first time. Available in UK, USA $ and Worldwide versions too.
Less criticism and less moans.
Can only be a good thing…right?
Just a thought.