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Deal with Negative Customer Experiences Like a Pro - 2024

No matter the industry, in every business, negative customer feedback is inevitable. Of course you should do your best to avoid it, but how you handle it can significantly impact your brand reputation. A lot of new businesses don't know how to respond to negative experiences or feedback properly, but doing so professionally and empathetically not only resolves problems but also strengthens trust with your current and potential customers. Let's explore how to deal with negative customer experiences like a pro, evaluate customer feedback, respond to online reviews, and use complaints to improve your future customer experience.


Deal with Negative Customer Experience Like a Pro

How to Deal with Negative Customer Experiences Like a Pro


Receiving criticism isn't always easy. But understanding negative feedback and addressing it in the right manner is one of the best gifts you can give to your brand.


Reframe your mindset:

The first thing you need to do in order to receive and utilise your feedback, is reframe your mindset. If you are looking at criticism as something that is there to offend you, or take shots at your hard work, you'll never be able to see the valuable insights behind it.


Acknowledge the feedback:

Whenever you receive feedback, whether it is positive or negative, it is important to let the customer know that it has been heard and you are thankful for the comments they've provided you with. A simple 'Thanks for sharing this with us' or 'we appreciate you concerns, let us try and fix this for you' can set the tone for a fruitful interaction going forward. Remember, if you've received negative feedback, in most cases there is potential to turn the situation around. Use this first opportunity to let the customer know that you have heard them loud and clear.


It's not a personal attack:

Although it can sometimes feel like it, the feedback isn't a personal attack. It's a customer expressing their concerns or frustrations with the experience they have had. Think back to a time when you've had a negative experience. You probably weren't mad at the person who answered the helpline or responded to your email complaint. The same thing applies to you.


Effective Ways to Respond to Negative Reviews Online

Understand the problem:

Whenever there is criticism, it means that something has gone wrong somewhere, even if it isn't obvious at first. By really understanding the problem, you'll be able to figure out exactly what has gone wrong and why it happened in the first place. Not only will this allow you to tailor your solutions to the particular situation, but you'll be able to find ways to prevent it from happening again, or at least reduce the chances of the same issue reoccurring.


Stay calm and carry on:

Getting defensive will only make the experience worse. As this isn't a personal attack, you need to separate yourself from the shame that negative feedback can bring. Although you want to respond to criticism in a timely manner and get ahead of the complaint, it may help to take a little bit of time to gather yourself before responding, so you aren't responding out of hurt or frustration. Negative feedback can seem unfair and sometimes exaggerated, but we don't need two annoyed people talking to each other.


Resolutions:

Your customer may be in a space of wishing the problem never occurred in the first place, but as you and they know, we can't change the past, so the focus should be on moving forward and finding a resolution that makes the situation better. It often helps to have a few options under your belt that you can offer if the first or second solution fails. Whether it’s a replacement, a refund, an apology, store credit, or a promise to improve, find a resolution that works for both the customer and your brand.


By mastering the art of handling negative feedback positively and professionally, you showcase your commitment to customer satisfaction and build your brand loyalty in the process.


Deal with Negative Customer Experiences Like a Pro

Effective Ways to Respond to Negative Reviews Online


It's easier to deal with problems when they aren't public, simply because other people aren't being influenced by these reviews. But when the negative feedback is public, what do you do?


With the use of social media increasing more and more each day, when feedback is given online, it can be heart wrenching, especially because we know that what goes on the internet, stays on the internet. But once again, if this feedback is dealt with appropriately, you can maintain a positive reputation and demonstrate to potential customers that you know how to deal with problems.


Respond, respond, respond:

A lot of people turn a blind eye to public criticism because they believe that it will bring more attention to the problem if they respond to it. But a lack of acknowledgement says more than you think! When you notice negative feedback on a public domain, respond as you would even if it was private with polite acknowledgment. The only difference is you will request to move the conversation offline.


Move the Conversation Offline:

Every company should have contact details, and providing a phone number or email address to discuss the matter further can start the process of de-escalation. It shows potential customers and the person who is complaining, that you are prepared to work through the problem with them and provide a resolution.


Once the conversation has moved to a private space, you can continue to handle negative customer feedback professionally as explained in the previous section.


Effective Ways to Respond to Negative Reviews Online

Understanding:

It's important to remember that the majority of people will try to contact you through your help centre or complaints procedure before rushing online. This might mean you have missed something, if you find that you are receiving feedback online, check your internal processes and gather information from your customer. Your email address may not work, you may be missing phone calls, your contact form may not be notifying you of requests etc. Try to understand what drove them to give feedback on socials in the first place.



Don't let public criticism dishearten you - it's not the end of the world! The majority of us are using social media to gain clientele, so it cannot surprise us when our customers use these same platforms to try and get our attention or vent. However, an empathetic and solution-focused response not only helps repair relationships with dissatisfied customers but also shows other that your brand takes customer-issues seriously!



How to Use Customer Feedback to Prevent Future Negative Experiences


Dealing with feedback on negative experiences properly is fantastic. But do you know what's better? Solving the problem once and for all. Feedback is a treasure trove of information just waiting to be explored. If you don't have to continuously provide solutions because you've understood and solved the problem at the core, it's a win for your customer and a win for your business!


Domino's Pizza had a problem - although they made great pizza, people were constantly calling stores because they had no clue where their pizzas were, if it was out for delivery, if it was still waiting to be made or if the driver had run off with their Large Meat Feast. This had a knock on effect in stores as staff were spending time answering calls instead of pushing pizzas through the oven, which caused even more delays.


Dominos pizza tracker

So what did they do to solve the issue? They created an offer! Customers were given a delivery time and if their order was late, they would get the pizza for free. Perfect right? not quite. Even though customers were getting free meals, pizza-lovers were still left disheartened because all they wanted to know was that their pizza was safe and on the way.


This caused domino's to invent the Pizza tracker. It allowed customers to see exactly what stage their order was on and gave them peace of mind throughout the process. This left staff free to do what they did best, and simultaneously reduced the number of complaints they received. So what can we learn from Domino's?


Track common issues:

Keep a complaints log and categorise them by topic. If you find yourself constantly receiving complaints of a similar nature, there may be an issue with an internal process that if rectified could reduce the issue and make your brand better overall.


Implement Changes:

They say don't fix it if it's not broken, but reoccurring complaints are a sure sign that things aren't working perfectly. Therefore, you should get to the root of your customer issues and implement changes.


By utilising feedback you can prevent negative experiences, and build a future-proof customer experience strategy that reduces dissatisfaction and boosts your reputation.



In Summary...


Handling negative customer feedback with professionalism and empathy can turn challenges into opportunities. By directly addressing concerns, responding effectively to criticism, and using your feedback to prevent future negative experiences, your brand can demonstrate its dedication to providing excellent service. In doing so, you’ll not only win back unhappy customers but also strengthen your brand’s reputation in the eyes of existing and potential clients.

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