This article deals with (negative) feedbacks that customers can share on Internet, more particularly social media. It is actually a two-way channel: professionals can communicate directly with their customers, but customers can also communicate and share their opinion(s) with each other. This way is a good one to develop a more personal relationship between businesses with their customers because those one have the feeling to belonging to a community. But we need to note that people in general share and talk more about the negative points of an experience that the good ones.
This article presents a mini guide by providing 10 points on how to react and behave when you are faced with bad reactions concerning your business.
1/ Identify the type of feedback
You need to identify the type of feedback in order to respond with the appropriate answer.
2/ Straight Problems
A customer who talks online about an issue he had with a product/service can be at the same time negative and positive. Negative because your business is showed with poor or bad quality image and positive because it helps professionals to see problems they need to solve.
3/ Constructive Criticism
The constructive comment is much more helpful when the customer writes a suggestion and suggests some ideas on how you could improve the quality of your product/service.
4/ Merited Attack
The merited attack concerns a negative comment that criticizes fairly your business when a real problem occurred. This means that you should question the management of your business (in a specific area or the global depending on the issue).
5/ Trolling/Spam
Troll messages, compared with merited attacks, are not considered as “valid” because they have no reason to occur. You also need to be careful with spammers whose aim is to destroy your image by leaving a negative feedback in order to promote a competitor.
6/ Decide how to react
After having analyzed the type of feedback while reading, you need to determine the type of answer you will formulate. It is strongly recommended to always be positive in your formulation, even if the feedback you received is negative. Indeed, staying polite and courteous with your customer is very important because the type of feedback you write reflects the image in term of quality of your business.
7/ Straight Problems
Your answer depends on the public that is concerned: a specific customer or a large public. You need to reply every time you receive a complaint, even if it is a perceived problem rather than a real one, in order to take into account your customer’s consideration.
8/ Constructive Criticism
Consumers who write you feedback, with suggestion(s) in addition, took the time in their schedule to respond you. It is important to honour their act by responding them a constructive criticism in a positive way. This would afford you to keep their loyalty and trust.
9/ Merited Attacks
This kind of feedback is hard to deal with, because it is most of time felt personal. You need to consider that this type of feedback occur when a true issue must be fixed. It is recommended to answer rapidly and in a positive spirit because the negative (and merited) feedback will probably avoid your next customers to be unsatisfied.
10/ No response is required
This category concerns feedbacks such as trolling or spam, for those it is better to ignore and not answer. Their goal is not to help you improve your business level, but more to “bait you into an unnecessary and image-damaging fight”. The advice is to remove them.
To do the relation with the course in which we already talked about the existence of negative thoughts/feedbacks, we think this article is quiet interesting for (future) managers in the measure it provides a specific “conduct” to manage any kind of negative feedback.
This article presents a mini guide by providing 10 points on how to react and behave when you are faced with bad reactions concerning your business.
1/ Identify the type of feedback
You need to identify the type of feedback in order to respond with the appropriate answer.
2/ Straight Problems
A customer who talks online about an issue he had with a product/service can be at the same time negative and positive. Negative because your business is showed with poor or bad quality image and positive because it helps professionals to see problems they need to solve.
3/ Constructive Criticism
The constructive comment is much more helpful when the customer writes a suggestion and suggests some ideas on how you could improve the quality of your product/service.
4/ Merited Attack
The merited attack concerns a negative comment that criticizes fairly your business when a real problem occurred. This means that you should question the management of your business (in a specific area or the global depending on the issue).
5/ Trolling/Spam
Troll messages, compared with merited attacks, are not considered as “valid” because they have no reason to occur. You also need to be careful with spammers whose aim is to destroy your image by leaving a negative feedback in order to promote a competitor.
6/ Decide how to react
After having analyzed the type of feedback while reading, you need to determine the type of answer you will formulate. It is strongly recommended to always be positive in your formulation, even if the feedback you received is negative. Indeed, staying polite and courteous with your customer is very important because the type of feedback you write reflects the image in term of quality of your business.
7/ Straight Problems
Your answer depends on the public that is concerned: a specific customer or a large public. You need to reply every time you receive a complaint, even if it is a perceived problem rather than a real one, in order to take into account your customer’s consideration.
8/ Constructive Criticism
Consumers who write you feedback, with suggestion(s) in addition, took the time in their schedule to respond you. It is important to honour their act by responding them a constructive criticism in a positive way. This would afford you to keep their loyalty and trust.
9/ Merited Attacks
This kind of feedback is hard to deal with, because it is most of time felt personal. You need to consider that this type of feedback occur when a true issue must be fixed. It is recommended to answer rapidly and in a positive spirit because the negative (and merited) feedback will probably avoid your next customers to be unsatisfied.
10/ No response is required
This category concerns feedbacks such as trolling or spam, for those it is better to ignore and not answer. Their goal is not to help you improve your business level, but more to “bait you into an unnecessary and image-damaging fight”. The advice is to remove them.
To do the relation with the course in which we already talked about the existence of negative thoughts/feedbacks, we think this article is quiet interesting for (future) managers in the measure it provides a specific “conduct” to manage any kind of negative feedback.
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