When it comes to online reviews, many business owners shy away from reading the negative reviews. In our previous post, we touched on why those reviews can actually be a great thing for your business. Read our previous post here.
So you've gotten a few bad reviews and all of a sudden you're feeling less than stellar about your business and, frankly, a little upset. This is completely normal. The good news is that there is the potential to turn a negative review into a positive review. Time to break down the right ways to handle a negative customer review. If you're ready to buy coin laundry equipment in South Carolina, be sure to call T & L. We'll save you lots of time and money.
How To Handle Negative Customer Reviews
- Don't go on the defensive. It's easy to let a negative review of your business get you hot under the collar. The last thing you want to do is respond to the posting in anger. Instead, take time to cool off and collect your thoughts. Ask yourself, what is the customer REALLY upset about? What can I offer or do to fix the issue and win their business back?
- Respond to every negative review. This may seem like a daunting and depressing task. No one likes to be criticized, but is your customer saying something that you need to hear? Is there a theme to the negative reviews? Problems with a particular employee, washer shortage, dryers taking forever? Use these reviews as a checklist for yourself as an owner. Need new equipment? Call T & L Laundry Equipment. With over 40 years experience in coin-op laundry we are your one stop shop for Speed Queen, Dexter and more!
- Address the complaints without excuses. Did your employees drop the ball? Make sure that your customers know that they come first by apologizing for rude or substandard behavior. Were you out of machines? Make sure that maintenance is being performed regularly or consider upgrading or expanding your space.
- Respond publicly and contact the customer directly. Most customers review the business publicly in order to get some sort of reaction. Whether they are looking for you to respond to the review or waiting to see if you ignore the review so that they can keep escalating the situation, they are hoping for some sort of resolution. Deliver exceptional service by not only responding publicly but also contacting them directly. Most upset customers want to feel heard. A respectful and apologetic email or phone call directly to the customer as well as directly addressing their comments makes them feel heard and makes them feel important.
- Know that some people are impossible to please. When you encounter one of those customers that you can't make happy - do the best you can. Not every business is a good fit for every customer. After all, you prefer one grocery over another, and they all carry the same thing! Difficult customers happen, learn from the experience, make improvements in your business and move on.
Opinions are formed about your business long before people even set foot inside your laundromat. If they see that you have worked to correct issues they read about online then they will have more confidence in your business and your customer service skills. It's your job to make those negative reviews turn your business into a thriving and successful business that people can't say enough good things about.
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