Would you like a tool that shows you opportunities for more sales for free? A tool that tells you exactly where to work in your business, which part of your service or product to improve or change? All tailored to you. You probably already have this tool, you just don't know about it. It's comments and reviews from your customers.
You can find reviews and feedback on your Facebook profile, at your location on Google maps, on Tripadvisor, on Heureka or Zboží, as well as in various forums where your customers talk about your product or goods. It's great when your customers praise you everywhere. But don't be afraid to read and respond to negative feedback as well. It will give you key information on what you can improve and change to make people more enthusiastic.
In this article, Karla Popelínská and Kristýna Mrenicová (customer ambassadors) share their tips on how to receive and respond to customer feedback.
At Slevomat, several departments are dedicated to customers, their questions, as well as feedback, reviews and ratings. Karla Popelínská and Kristýna Mrenicová nurture customers on social media. We asked them to tell us their secret tips. Here they are:
1. Don't argue and admit a mistake if it happened
Three phrases that definitely don't belong in quality customer care: "It's not true!" "You're lying." "It wasn't like that." It's clear that we all have our own view of the world, and sometimes the two sides just don't agree. But in all cases, you should act like a professional. Acknowledge that the client may be right, and if you have any doubts, in a kind tone, invite them to fill in the details so you can double-check everything and provide a remedy if necessary. Of course, it may be that the client has misinterpreted or overlooked something. If you have clear evidence that the situation went as he described it, an apology is certainly in order, or a suggestion of some compensation. If, on the other hand, you know that there is a misunderstanding, you should not have the "upper hand" in explaining. Your client may react to your condescension by talking about his experience wherever he can. It's not about where the truth was, but about how you treated him.
2. Discuss the details in a private channel
If you encounter a situation on social media that can't be resolved with one short response, it's a good idea to ask the client to write you a private message. In a private conversation, away from prying eyes, you can quickly get the details you need and propose a solution to see if the client is happy with it. Finally, ask the client to express their satisfaction with the closure of the issue at the end of the conversation thread – where they started communicating.
3. Respond preferably to constructive criticism and clear evidence of what went wrong
When you have an interesting product or service on sale, at the height of the season, or when an unexpected event happens, a flurry of questions, comments, and mentions often erupt at these moments. The strain is usually felt not only by your email inbox, but also by your social media profile. At Slevomat, we get a lot of suggestions, questions and comments. On social media, colleagues respond mainly to those suggestions that give a specific reason for dissatisfaction. If someone just writes: "It was terrible", it is very difficult to respond to such criticism. But when a comment or review contains specific points and situations, it is appropriate to respond – because it is clear why the goods or service did not meet expectations. Improvements and corrections to the situation are then offered straight away. If you have the space, ask the client exactly what they didn't like.
4. Respond to positive comments as well
Don't forget your fans – they may be the ones promoting you for free and bringing you more shoppers. Let them know that they are important to you, that you like them and appreciate them. If you're short on time, even just a "like" on their comments is sure to please them.
5. Let them cool off
Sometimes you experience something that really throws you off. Or it's just a Dumbass Day. Either way, sometimes all it takes is a little and a person gets drunk. If you perceive that this is the case in front of you on social media and the person in question is outright sizzling, it might be better to give them a moment to calm down. You definitely need to respond within 24 hours, Karla and Kristýna recommend writing a private message or calling after an hour. The client then usually responds positively and is pleased that someone is actively dealing with their complaint.
6. Monthly evaluation of reactions
Review your reviews, ratings and comments regularly. Christine and Karla know how valuable information these reviews are. "Are there recurring negative reviews of food or service on certain days of the week? Be sure to check who was on that shift." On several occasions, Slevomat's customer care has helped a hotel or restaurant discover problematic employees. Thanks to the timely replacement of staff, the overall reputation of the establishment has remained positive.