What’s your first reaction when your business receives public feedback? If you’re not thinking of it as a good thing, it’s time to reevaluate your process.
What’s more annoying than a business that runs purely on Instagram? A business that runs purely on Instagram, but with a private account. That’s probably the dumbest approach a business owner could take. I have tried to come up with reasons why they would consciously and voluntarily deter potential customers from connecting with them, but I could fathom only one: they are afraid of criticism.
These business owners cannot handle being told what to do or not to do. They can’t even handle the audacity of suggestions. “What? You know more than I do? Ludicrous!” Or, “How dare you be unhappy with my high prices on this product?” DELETE!
“These business owners cannot handle being told what to do or not to do. They can’t even handle the audacity of suggestions.
Another excuse I hear is that they don’t want their prices to be known. How, exactly, is it a business if prices aren’t published? Is it a secret society? Or are prices sent through a different channel?
These ‘new’ trends are going against all business and marketing principles, which should always include being receptive to feedback. Honesty and transparency are key.
There is nothing more refreshing that customer feedback, whether it is negative or positive. Constructive criticism can shed light on things you may never have considered. I don’t think businesses need insight about how to deal with positive feedback. However, there is a dire need for tips about how to handle customer complaints.
First, remove the privacy option from your social media account. If you are a business, you are meant to be open—unless you’re a members-only organization, and you aren’t.
Second, hear the customer out (and don’t delete their post). They are not attacking you personally; they are upset with an issue stemming from your business, and would like to be heard. Otherwise, they would not have taken the time and effort to articulate their concerns in a message or post. Regardless of their tone, try to hear them out.
Third, be genuine when handling these complaints. Don’t mock your customer or make up excuses. Ask real questions, and address the situation in a clear manner. Be sincere in getting to the bottom of the issue, and remain empathetic. Put yourself in your customer’s situation, and the solution will stare you in the face. Splurging a little on an unhappy customer will reap benefits that cannot be quantified in letters or words. The power of turning that frown upside-down is the power of word of mouth—one of the greatest marketing methods on this tiny island.
“Third, be genuine when handling these complaints. Don’t mock your customer or make up excuses. Ask real questions, and address the situation in a clear manner.
Fourth, apologize—and mean it. Apologizing because you ‘must’ is obvious, and it will backfire. Be sincere in your apology, and don’t blame or make up excuses. Thank your customer for pointing this shortfall out. Guarantee that measures will be put into place so it doesn’t occur again. These few words will go a long way.
Finally, solve the problem. Sometimes, the customer making the complaint has a solution in mind. Ask them what they would consider a satisfactory solution. Even if it seems unorthodox to you, it may be all that is needed to resolve the issue and win that customer over indefinitely. Don’t pass the baton to your peers, because that only aggravates the situation further. Take ownership, and resolve it as quickly and effectively as you can.
Alternatively, instead of waiting for criticism or complaints, reach out to customers for feedback that could provide you with great insight. Taking a poll, or creating a competition in which customers can suggest a new process, will not only empower your existing client base, but also attract new ones.
In a nutshell, the power of the people can make or break you, and making sure that power is on your side is something that all businesses should strive for.
