Question:

"I have been been proactively asking customers for feedback after they buy from me or visit. I have lots of happy customers but I just received negative feedback. What should I do now?"

Answer:

Consider this: if you hadn’t asked, you never would have known there was an issue. Now you actually have a chance to talk with this customer and make it right.

This customer may have never come back again, or even worse, may have left you a negative online review on Google or Facebook.

But now, you have a chance to make it right and keep your customer.

In our experience, over 90% of negative feedback results from a simple misunderstanding that can easily be fixed. Customers want to be listened to. They want to know you care and are willing to help them.

So here’s what you should do:

Contact your customer immediately. By phone and email if you can. The system has already asked them “what you could have done” to make things better. Read their comments and connect with them.
Address the issue for the customer if it makes sense. Most of the time just talking it through with the customer will resolve the issue. In some cases, you may want to offer a “token” of appreciation to your customer, like a free starter or meal, some equivalent discount to make them feel special.
Confirm with your customer that everything has been addressed to their satisfaction.

Walking through these steps will usually help you save this customer. And in many cases we’ve seen these customers become some of your most vocal promoters!

Question 2

Negative Online Review – What should I do?

Accepted Answer

Question:

"I addressed a negative complaint from a feedback form and still received a negative online review. What should I do now?"

Answer:

Call the customer - an email may not be enough or not be read.

After solving the issue that triggered the negative review ask the customer if they are willing to revise their review.

Question 3

Positive Feedback – What should I do?

Accepted Answer

Question:

"I’ve been asking customers for feedback, and it is starting to roll in. Some of the responses are really uplifting - I didn’t even know your customers felt that way! But what should you do when you receive it?"

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Answer:

One of the great things about proactively asking for and tracking feedback is that it helps you identify your best, happiest customers. Many times, these people are your best advocates - and they are telling their family and friends about you.

The value of these customers is unlimited - not only will they come back to you time and time again with new business, they will also recommend you to others!

By using Customer Feedback Centre an automated customisable "Thank You" email will have already gone out to the customer, but it is a good idea to identify your most loyal customers and make sure they know you appreciate them.

Here are a few suggestions on what you could do for them in addition to having Customer Feedback Centre send out a Thank You email:

1- Send them a hand-written thank you note

2- Send them a discount or a coupon

3- Invite them to a special event

4- Ask them to vote on a favorite charity and make a donation

5- Ask if they would be willing to be profiled

If the customer left you a positive "Online Review" make sure to comment on the review with a personal "Thank you" if the online review platform allows you to do so.