How to deal with complaints

 

Maintaining reputation in the times of small business info can be either hard or easy. An overwhelming social media made everything more simple: you have no difficulty moving your business ahead by sharing your offerings and other ads. At the same time any customer can leave their opinion on every single thing. The information that floods social networks can both improve and ruin your reputation.

Letters of complaint can do a lot of harm to your business.
Letters of complaint can do a lot of harm to your business.

Only 20 years ago the only sources of advertisement used to be posters, newspapers and magazines, TV and other means of mass media. In case a customer had something to complaint about, he turned to a manager. The letters of complaint would rarely become public. Today it is different. As mentioned by forbes companies, the way of serving customers has changed. Nowadays a client can say anything by tweeting, making a status or doing a blog.
If you got a negative review, no matter if it was true or not, something must be done. If you pay no attention to it, it won’t do any good to your company. We listed some recommendations that my help you out.

Get positive reviews

It is a good idea to have a plan how to prevent negative reviews. In the first stages of making a business you should focus on it. This is essential for small business, when your business has not expanded yet. For bigger companies a few bad reviews won’t be disastrous as they already have a strong reputation. They already have a great number of reviews, so destroying their image is not so easy.
When you have just started a business, getting complaints are unaffordable for you. However you cannot be liked by everyone, so one day you will probably read a letter of complaint dedicated to your service.

Don’t get upset and try to solve the situation

Assure your customer that he is wrong and that everything can be solved in a peaceful way. Try to find a compromise, offer a discount, free product or give money back. No matter how hard you try, no matter how right you are, you will never win an argument with a unsatisfied client.

Don’t join a debate

If your customer has already posted a review, do not try to reassure them online. It will only ruin your reputation, as other people are likely to take a side of an upset client. Instead of reassuring, just apologize for having delivered some troubles once. After that send a private massage to a client to solve the problem.

Make short answers

The best response is a short, private and polite letter. It must recognize what has been wrong and give a solution. If your customer is already open to a calm conversation, you may ask them to remove a complaint. Assure the client that you want everyone to see that you are able to meet the letters of complaint and you want to reach a positive conclusion.

If the client disagrees to seek compromise and you have no choice left, you may return online and upload your answer that will contain you vision of situation. In this way you will look as a professional who concerns about their business.