Dealing with negative feedback

If you have your own web shop on your hosting it will sometimes happen that you get negative feedback.This can be quite annoying if you are a starting company because this can have serious consequences.
It is important that you pick up on this and react, however you do not have to do this immediately.It is better to take your time to analyze this and to give a more extensive response than to react immediately.
In this way you can properly pick up the complaint of the customer and still give a response.If you do this well you can still make a dissatisfied customer happy and maybe that person will adjust his review.In this blog post we will go through exactly how you should deal with negative feedback.

What should I not do?

One of the most important things you should not do is react out of emotion.It can be annoying when a customer leaves a review that you feel is unjustified.
However, you should not react out of anger because in addition to being unfriendly, the customer is not the only one who can see this.Other customers can also see this and if you react angrily they can assume that you do this with other customers too.
This not only gives the customer the feeling that he is not taken seriously but it also looks unprofessional.It is better to take a few days to respond with an appropriate answer and solution than to immediately react angrily.
For example, you can contact the customer by phone and possibly offer him compensation.If you manage to satisfy the customer, they may change or remove the review.
Also, you should not ignore reviews if you do not respond to them despite having been in contact, this will also attract attention.It is also important for your customers to see how you as a company respond to criticism.

What to do

Above we have listed things you should not do if you get a negative review but there are also things you should do.One of the most important things you should do in your response is to show understanding for the customer.
If you put yourself in the customer's shoes, they will be more willing to remove or edit their review.You also need to make sure that you indicate that you are sorry for the customer that they experienced it that way.
Then suggest to possibly have phone contact so you can hear the full story of the customer.Often customers are also easier to talk to this way so you can get a solution easier.
It is also important to keep in mind that a negative review is often not personally aimed at you.

Negative reviews can also be good

Often if you have a negative review you can still get something positive out of it.For example, if possible you can prevent another customer from experiencing the same problems in the future.
You can also make changes within your company or on your webhosting to satisfy your customers.This way you can use negative reviews to improve your services and prevent problems in the future.
If you have any further questions then you can always check if there is a chat employee present.If no one is available you can create a ticket using our ticket system.Contact via Facebook or Twitter

is also possible.