Know your weaknesses to build your strengths!
However uncomfortable it might be, gathering information helps us to see our limitations.
Understanding those limitations helps us regain the trust of clients who have had a bad experience, and build further trust with the clients that are satisfied.
After all, around 80% of revenue comes from 20% of our clients, so it’s important to keep them happy and spreading the word about your property.
Negative reviews can also be of help. The founder of Alpacadirect.com, an American online trading website, tested opening up for users to write reviews. Even with negative reviews, their sales increased by 23%.
Ignoring negative reviews is a mistake. It’s important to use negative reviews as an opportunity to get feedback from dissatisfied customers. When we receive negative reviews, how should we respond to them?
When to respond
You should respond in most cases. When a review is written in a rude or impolite manner , you should not engage in an emotional online argument, but politely address the issues that have been raised.
Respond as soon as possible
Time is not on your side, the longer you take to answer, the more annoyed the client will get – and the client will probably spread their negative opinion to even more people. We must respond to negative criticism as soon as possible to prevent other clients from forming their own opinion, based upon an unanswered review, which has been left unanswered.
Personalize your answer
Every client is unique and so should your answer be addressed to him/her. It is always good to show empathy and tell the client your name (and sometimes even your position in the company helps as well), and what you will do to address their individual concerns.
An arrogant attitude will not solve anything. We can discuss and justify our point of view but always in an educated and friendly manner, and always acknowledging the factors that made the client upset.
Listen and improve
Listen to your clients to understand where it has gone wrong and if necessary make internal changes to improve your service. Show your clients and potential clients that you are willing to change.
Be clear and direct when apologizing. A half-hearted apology will not make any difference to the client’s dissatisfaction.
Involve your clients in the solution
Propose solutions to the problems and make the client involved in the solution. Invite them to try the “product” again once you have made changes, or let them know which changes have been made.