After a project is complete, we should always ask our team members for feedback about how things can be improved in the future. While the feedback is often positive, it’s inevitable that negative feedback arises from time to time. And when we’re receiving feedback about our companies, it can be hard to not take the feedback personally.
Over the years, the types of feedback are identified as crucial to self-improvement and better business processes even if the commentary stings at the start. Here’s how we’ve learned to handle the not-so-fun topics of conversation in startup life.
Most of us would prefer to go about our lives and our business doing what we want or what we think is right, never giving any regard to other people’s opinions, and while I’d be the first to admit that one of the most important things you can ever do for yourself is to stop caring what other people think, this doesn’t mean that you should go through life not open to feedback.
So lets read now about why should we LOVE Negative Feedback, and how can we turn around them to get the best out of those reviews and comments.
Did you know that
Bad reviews improve your conversion rates
If your business gets only positive reviews, consumers might question whether those reviews are legitimate or not. Not everyone will, but those who are a little bit more cautious might.
Negative reviews show your human side
Negative reviews are a perfect stage for you to shine as a business with top-notch customer service. It is an opportunity to show that there are actual people behind your business.
How Do We Handle Negative Feedback?
1. Listen Carefully
Stopping a problem in its tracks (and building lasting relationships) starts with social listening. Unfortunately, an angry customer won’t always speak directly to you – to ensure you don’t miss important feedback, you need to track all mentions of your brand, branded hashtags, and branded URLs shared on social – whether they include an @ mention or not.
2. Remember That Response Time Matters
When establishing your target response times, know that now, more than ever, speed matters. In fact, 42% of customers who complain on social expect a response within 60 minutes. And with sensitive issues, like an emotionally charged complaint, a slow response can leave a customer feeling ignored and stoke the flames of further discontent.
3. Be Human, Be Transparent, And Never Go Negative
Never respond negatively or defensively. Avoid canned responses and strive to establish a human connection. Ensure your customer feels listened to, and don’t be afraid to apologize for any inconvenience or a less-than-stellar experience to help diffuse a negative situation.
4. Investing in Customer Experience Starts with Listening
There’s no better way to understand what your customers need and want than via their own feedback. A negative comment presents an opportunity to show your brand’s dedication to resolving any issues with transparency and empathy.
So How Can Negative Feedback and Commentary Could Benefit My Business?
1. In a sense, you’re getting free product testing.
It’s always a good idea to test the market when you’re launching a new product, but various circumstances can make it impossible. However, you do get free feedback from your customers when they post poor reviews on your website or social media outlets. You’ll also get in-depth information about where you might have made mistakes in product development or where your services are lacking.
2. You establish credibility by being authentic.
If everything a prospect sees online about your company is four stars and thumbs up opinions, they can actually be turned off. It’s more realistic to have a few negative reviews when a potential customer Google’s your company name. You appear more credible because prospects realize that you aren’t deleting comments that reflect poorly upon your company. They know what to expect by reading about the experiences of others, and won’t be jaded by warm and fuzzy postings.
3. There’s an opportunity to showcase your customer service.
Your response to a bad review gives you the opportunity to highlight the excellence of your customer service department. This is one of the main reasons why negative comments are good for business, because it shows that your company is dedicated to your clientele and values their patronage.
Turn Negative Comments Around
Most businesses do everything they can to avoid negative reviews. And in many ways, this makes sense. But not all negative reviews are bad. In fact, they can be helpful in several ways.
- Bad reviews help build trust. Today, buying fake reviews is as easy as getting any other service, which makes it difficult for shoppers to identify businesses with trustworthy ratings.
- Negative reviews create a healthy balance and help shoppers see that your public reviews are trustworthy. Ultimately, they’ll trust your business more because of them.
- Negative feedback is also a gold mine of opportunity. But you need a game plan before you respond to a customer.
When it comes to customer interactions, do you want to be casual, formal, or somewhere in the middle? You should decide this before you begin responding.
Customer complaints are a powerful tool to uncover internal problems on time and fix them before they go out of control. For this reason, they can help to boost your conversion rates.
So the next time you get a poor online customer review or negative comment, remember why negative comments are good for business. They provide you with the opportunity to make changes that improve your product or service, and give you the chance to learn from your mistakes. Look at the bright side when you receive bad comments, and you’ll know how to deal with them positively in the future.