Experience has taught me that in order to address a complaint effectively, you must be informed and prepared with an action plan. In the heat of a “he said she said” battle, it’s hard not to get wound up on false accusations. It feels good to spout off “LIAR! THAT’S NOT WHAT HAPPENED AND YOU KNOW IT!” but, after the heat of the moment has worn off, strangers come and see your response and judge you by how you respond.
So how should you respond to feedback? Well before we get ahead of ourselves, let’s first talk about preparedness.
Know Where You’re Visible Online:
Next: How should you respond?
My mother always advised that you should never do or say anything that you didn’t want featured on the front page of the New York Times. I think this sage advice applies here too.
Here are a few tips for how to respond to negative reviews:
Don’t forget to thank people for leaving positive reviews!
One of the easiest customer engagement techniques that I see companies fail to do time and again is THANK the customer for taking the time to share their experience.
Here are a few tips for responding to positive reviews: