Respond to customers' comments – no matter what they say!

Respond to customers' comments – no matter what they say!

The customers are always expressing their feeling; they might compare your products and service with your competitor & having expectations from your organization, making opinions on your products/services, these opinions may be good, bad, or even ugly. The Customers uses different channels to express their feeling and expectation, ranging from one-to-one to social media.?

Nowadays many customers express their thought using social media platforms, online. In Today's world we all are glued to social media, which might include your existing customers and prospects. In a recently conducted survey, as many as 75% of customers said, "online reviews influences their buying decisions".

Importance of responding to a review!

Online customer reviews make a huge difference to your business by repeat orders and net-new sales. It is always a good idea to respond to and manage?all customer's reviews.

Every organization is accustomed to getting positive reviews, however, that is not the reality. You are likely to get bad reviews too. It is very important to respect your customer's reviews. As an organization,?you cannot control what consumers are saying about your products/services on social media, what you can control is your responses. The way you choose to engage with consumers online or otherwise,?can turn a negative review into a positive influence in the eyes of prospects searching for products/services that you cater to, and decide to buy.

Here we look at how to respond to the review

1.???Responding to negative reviews

Negative reviews are often those that stand out and offer an organization a true opportunity for improving its products/services. A courteous and timely response will go a long way and makes up for any hiccups.?

2.???It is not personal against you:?Do not take any criticism personally, the review of your products/services. While responding to negative online reviews you need to stay calm and professional. Be polite, patient, and respectful to the consumer who has complained. An emotional burst can cause permanent damage.

3.???Say “Thank you”:?Be grateful, that your consumer, have shared negative reviews, since they like your products/service and expect some improvements. Appreciate their time and efforts in sharing their thoughts! Yes, we understand that not so easy to thank when someone slams you. A negative response can be a great learning opportunity for your organization. You should thank them for the insight you gained.

4.???Personalize your response:?Use first names. Do not forget to add your name to the bottom of your reply to demonstrate that you are personally dealing with their review comments and feedback.

5.???Show your human side:?Everyone, of us, makes mistakes. Responding to a negative online review shows that you care for your consumers and have an offline organizational structure that supports your business. This will enable your customers to feel more comfortable interacting with you and help establish long-term connect.?

6.???Apologize and be empathic:?Even if you do not agree with the negative review comment or a complaint. ?Show empathy that your consumer had a bad experience and this may be just a one-off case .?Consumer will see and value your honesty and transparency. Do not indulge in online?confrontation, the world is going to read your responses later and take decision or make opinion.?You need not pinpoint some exact moment or incident. Just say, “I am sorry to hear that, your experience was not in line with your expectations”

7.???Get into action mode:?Back up your apology with concrete actions. Tell consumers how you will address the negative review so that it does not happen again. Compensate consumers in case of loss.

8.???Don’t be specific:?When responding to negative reviews, try NOT to include your business or product name or details to minimize the chances of the review turned up in an online search.

Responding ?to positive reviews

It may seem trivial to respond to positive reviews, ?good comments speak a lot about organization’s product and services. It is important to let your consumers know you hear and appreciate their reviews.

1.???Say thank you:??Write, “Thank you. you are so glad or you are pleased” or “Thanks”. Always respond with a quick thanks message to show you acknowledge and appreciate the review. Do not forget to stress to the consumer that their review means a lot to you.

2.??Make it personal: The First step in responding to a positive review is to personalize it. Do not just copy and paste a generic response,?avoid an automated response.

3.???Maximize your SEO: This is the time to Include the name of your organization’s products/services or ““ # & @” tag important keywords in your responses to make positive reviews up in online searches.

4.??Make Max out of it:? It is OKAY to suggest something else that is in line with your consumer liking. For instance, “Thanks again. You might want to take a look at our?other products/ services?to get some extra benefits!”

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