Hi Seller Community ๐
How do you handle bad reviews or disgruntled customers?
Let's be honest, it can't always be sunshine and roses! โ๏ธ ๐น
We look forward to reading your replies ๐ค
It's so reassuring to read everyone responses to this -- one thing I value about this community how it continually reminds me that I'm not in this small business adventure alone! We do a lot of the same things everyone has already mentioned -- quickly and openly addressing legitimate complaints, doing what we can to "make it right." We pride ourselves on going above-and-beyond for our customers, but are also learning how to distinguish between when there was truly a problem and when someone just wants to vent (often, it really has more to do with them than it does with us). It's definitely a journey to learn not to take all feedback personally -- just because one person didn't like their burrito doesn't mean we're total failures, haha. (And yet, sometimes there is also legitimate feedback we need to hear and improve upon.)
During the pandemic, I realized I was really holding on to negative feedback and internalizing it in a super draining way, so I started a new practice where, for any negative review we receive, I leave a positive 5-star review for another local small business. Putting positivity in the world in that way has been surprisingly therapeutic -- it feels like neutralizing the negativity in a way, and has helped me move past it more quickly.
Since we don't receive many negative reviews (thank goodness!), I've expanded that practice and now I dedicate a few minutes each week to leave one or two 5-star reviews to local places that I've visited recently (or when I travel). It's been really fun and helps me focus on the good and encouraging other people, instead of always worrying about what review is coming next for us.
First and foremost, if the complaint is warranted, you need to own it...
In person we try to defuse the situation (warranted or unwarranted) using non confrontational language. And sometimes, you just need to call folks out for being unreasonable.
Online is a different matter. Firstly we always express our regret that the customer was not satisfied but then generally address the gap in expectation. When responding to online reviews, our primary concern is the third party reader rather than the reviewer. We address any untruths by stating facts (order timestamps etc), we admit when we're wrong, and what me may have done better.
We've learned that, while satisfying in the short term, taking someone to task for a poor review generally never ends well..
When you're business is new, every review has a big impact (good or bad) on your overall rating and sadly there is a portion of society that seem to take great pleasure in using this in a negative way.. Over time as you collect more reviews, those individuals have less influence, and therefore generally disappear into the woodwork.
It's still very important however to keep an close eye on reviews because if there is a change in sentiment, there's usually a reason.
Bruce
I am first going to agree with and second most of what has been said. After all, if your method of handling this sort of thing works for you personally and for your business, who am I to argue?! Having said thatโฆโฆ
- I first consider what was said, how it was said, so that I can try to get an idea of where the person is coming from.
- If it is obviously our mistake, we own it, apologize if warranted, and offer solution(s).
- We look at and change our internal procedures, recipes, etc, if so needed. Weโll even inform the customer (and the others reading it) that we have done so and appreciate their input.
- If the customer could have fixed the problem by approaching us personally at the time, BUT INSTEAD chose to hide behind the anonymity of their keyboard at home, then I consider the problem entirely theirs. Often I will say so. We have always either refunded money or replaced product if something was not to the customerโs liking โ no matter what, no questions asked. Heck, we even replace dropped ice creams free of charge while also cleaning up their mess happily! But we do not tolerate or condone people who are what we term โkeyboard cowardsโ or โsocial media terrorists. If they wonโt speak up and call it to our attention when we can actually remedy the problem, that is entirely on them.
- As has been said, no one but no one goes after our employees online. Of course, if the employee did something stupid we will acknowledge that and take appropriate measures privately with the employee. But no one is allowed to abuse our employees and we will respond accordingly.
- In this age of everyone being an expert on everything, we do not suffer fools gladly. If someone obviously does not know what they are talking about, we have and will continue to say so. Itโs a sad commentary on our current connected age that people who โstayed at a Holiday Inn Expressโ last night all of a sudden feel like their opinions are more important than the facts.
- Lastly, we sometimes just let negative comments pass on by, especially if the OPโs comments are so off base and so uninformed that everyone else will see them for what they are. Some rabbit holes should not be gone down. LOL
Just my two-cents worth! Iโve thoroughly enjoyed reading the experiences of others on this post!
