How to Handle Unhappy Customers Online
As a business owner with an online presence you know how important it is to have good and positive reviews. But what happens when you come across those unhappy customers online? We at GroFire can help. We have gathered some tips for you to try in order to handle those dissatisfied customers online and hopefully turn a negative experience into a positive one.
Understand why your client or customer is upset before providing any solutions. Empathize by putting yourself in their place and understand how they were confused, disappointed or frustrated. Doing this will give you a better understanding as to how the customer is feeling and thinking. You can then handle the situation on a more personal level.
Contact the Customer Directly
If you find you have an unhappy customer online via a blog post or review you may want to handle the situation by contacting the customer directly. If you have access to their phone number or email you will want to try and reach out to them. Showing them that you are willing to address them directly is a great way to turn a bad situation in a good one.
Create a Second First Impression
By going the extra mile and doing things such as offering them a free product, calling them to check in or sending them a gift in the mail, you’ll help shift their frustration into satisfaction. That is why it is so important to acknowledge their complaint and try to find a way to turn the situation around.
Whenever possible, do absolutely everything you can to go out of your way to make the angry client happy. The worst thing you can do is ignore a client’s complaint. Seek to understand why they’re unhappy and do everything you can to make it right. You can never be too kind when it comes to an unhappy customer.
Fix the Problem ASAP
Respond to the negative comment with a resolution or offer to speak with the customer offline as soon as you are made aware of the situation. Waiting too long could turn a simple problem into something bigger. With today’s technology word travels fast, you will want to keep up with what is being said about you and your business to make sure the problem is taken care of immediately. Timeliness in your response not only shows you care about your business, but that you care about your client’s needs as well.
Be Okay with Letting Go
If you have tried everything in your power to try and fix the problem presented to you by your unhappy customer and they just don’t seem to budge, it is ok to “let them go.” Offer a full refund and kindly ask them to take their business elsewhere. Some people just want to fight rather than get a resolution to the problem at hand.