We’ve all been there. You check your lingerie store’s Facebook or Twitter account only to notice that a customer has left a less than positive review.
So, what should you do? Luckily, we might just have the answer. Here’s how to handle negative feedback like a pro:
Don’t wait too long to respond
We live in a modern world where speed is everything. People expect answers and they expect them almost instantaneously. It’s that simple. If you wait too long to reply to your customers, it will give them an even worse impression of you than they already have. You don’t want to make that mistake.
You should monitor your social platforms at all time to see what people are saying. Whenever someone mentions your lingerie business online, you need to be ready to respond and help them with the problem. Keeping your finger on the pulse will help you do just that and means you’ll be ready and waiting.
Be objective and keep an open mind
Your lingerie business is like your child. You’ve nurtured it and grown it. You’ve done all you can to protect it and see it thrive. So, it stands to reason, that when someone says negative things about it, it’s going to hurt. Don’t let your emotions play a part in how you react to the feedback or you could find yourself in hot water.
Remember that customers don’t give negative feedback unless they were truly dissatisfied with something. They aren’t saying these things to be mean or petty. The chances are that they have a legitimate complaint. Hear them out and see what you can do to help.
Take the conversation offline
Online feedback is a very public thing, but your response doesn’t have to be. Rather than airing out the conversation in the public sphere, you should take it offline. Reply to the comment to let the customer know that you’ve seen it. You should then ask them to give you a quick call or email you privately about the matter.
Not only does this mean that you will have a direct means of contact with the customer, but also that you will avoid any awkward conversations taking place in front of other customers. When the poster gets in touch, you can deal with the complaint in a direct and friendly manner. Be sure to listen to their ideas and avoid being overly defensive.
Avoid any drama
There are times when you will come across a customer who wants to cause more drama. They may have a legitimate complaint, but the way that they handle the issue is less than mature. If that’s the case, there’s one thing that you ought to remember.
At all costs, you need to avoid engaging in an argument. It doesn’t matter how rude or insulting the customer is, you should remain professional and always take the high road.
If you make the mistake of getting into a debate with a customer, it could damage your reputation more than you know. We live in the age of social media when any customer has a chance to air their opinions online. What you want to do is resolve the issue as fast as possible and with the least amount of drama.
Explain yourself clearly
Don’t use jargon or confuse the situation. If the issue was your fault, simply apologize and rectify it in some way. Be sure to let the customer know that you appreciate their opinion and that you will do all you can to solve the problem. Explain just how you intend to do this. When a customer complains, they want to see evidence that you’ve made some changes according to what they’ve said.
It could also be wise to send a follow-up email to check in with your customer. Find out whether you were able to resolve the problem properly and even ask them for a little feedback too. This extra level of attentiveness could be just the thing to make all the difference and keep them coming back for more.
If the customer has a valid point, it may be the case that you need to change your ways sooner rather than later. Look for commonalities in the feedback you get. If you keep getting a similar piece of negative feedback, there may be a real fault with the way you’re running your business. Do something about it.
Take on board whatever complaints the customer has and adapt your business model accordingly. The chances are that it will just be something small that you have to change. Perhaps you need to retrain your staff or rethink your loyalty plan. Whatever it is, you can make small adjustments to it with ease. After all, every business changes and grows!
Poor feedback happens. Every single business owner will come across this at some point during their career. There’s no way of avoiding it. You can’t always control what people say about you online, but you absolutely can control how you react to them and what you say in response. Keep that in mind!