5 steps to turn negative feedback into brand love
Every organization needs to deal with negative feedback at some point. Of course it feels better to receive positive feedback, but you can learn a lot from negative feedback. We will help you dealing with it, so you can transform negative feedback into brand love in 5 steps:
Step 1: Stay calm and acknowledge
Acknowledge the fact that someone says something negative about your organization. Bad feedback does not mean that your organization is bad.
Step 2: Respond to negative reviews publicly
Ratecard offers the possibility to comment on feedback you get. This way, the other reviewers can see that you care about your business. Don't get mad at the reviewer, that will scare potential customers. Instead, thank the reviewer and think about a solution for the bad experience.
Responding positively to negative feedback can actually increase sales for your business.
Take control over your feedback by setting up an email or text alert if you receive feedback with a score of X or lower.
Step 3: Improve your business
Think about negative feedback as free advice! Maybe the reviewer comes up with something you've never thought about before. Also bad feedback can help you to improve your business every day!
Step 4: Collect positive reviews
A study by Harvard Business School found out that most people trust reviews more when they see a mix of good and bad feedback. So, bad feedback makes good feedback looks better.
Now that you've improved your business, you can start to collect a lot of positive feedback!
Step 5: Follow up the negative reviewers
Make sure you follow up every negative reviewer. Are they happy with the solution you proposed? Another way to show potential customers that you really care about your customers!
...last but not least
If you're not as confident about your product or service you'd like, you can decide to keep your Ratecard profile private at first with our on/off switch. After learning from all feedback you receive and improving your business, you can switch your profile to public and use the feedback to manage your reputation and as a smart marketing tool!