The Strategist

How to deal with negative and succeed

03/22/2019 - 11:32

Negative customer feedback can become a path to success. Essentially, it signals that the company is developing and occupies a worthy place in its field. The greater is the growth and the higher is the place, the more negative are the reviews. The main rule of dealing with it is to always respond to them.

There are 4 types of negative feedback.
Trolls are users who masterfully use provocations. They can be moved by resentment, dissatisfaction with life, envy and anger, that is, nothing real related to your company. The goal of such people is to evoke your emotions. How to recognize a typical troll? His review will contain incorrect information without evidence. Questions and comments will be stupid or provocative, stirring up controversy. 
There are three ways to deal with people that troll your business.
Ignore. This is the only kind of negative that can be overlooked.
Answer if the troll’s words may cause doubts among other users. When you write the answer, keep calm and do not show emotions.
Use humor. One sparkling joke in response to an unproven comment is enough to stop further discussions.
Negative reviews from competitors
Essentially, this is dark PR. Competitors look for flaws in your work, write "revealing" comments, and try to shake your place in any way. Always check details of the situation (what exactly happened and when). In this case, the problem will be fictional, which means the details will be incorrect.
How to react to this kind of negative? Calculate the problem and solve it. If there is no problem, point it out, give facts and arguments. 
There is also another way: expose the competitor. This is easy, if there are few competitors in your niche, but the task can be difficult if there are many of them.
Impulsive feedback
This is the most popular type of negativity. The courier was late. But the client had a bad day at work, so he poured all the accumulated anger and resentment on the courier, on the company and in the comments.
An impulsive negative always develops from the user's emotional state. First, give the client time to calm down, and then respond as politely and calmly as possible. Find out the cause, clarify the nuances and find out why the user is outraged. If it’s about your company, do everything to solve the problem. But if the client is driven by emotions, give him some time to "cool down".
Constructive review
Such reviews are useful because they help identify errors and improve the work of the company. There are reasons for a constructive complaint, so it is not entirely correct to call it a negative. This is an opportunity to become better. It is important to respond quickly and correctly.
Apologize and thank that the user pointed out the error.
Specify all the details and convince the client that you solve the problem.
Correct the error as quickly as possible.
Inform the client when the situation is solved, and make sure that he is satisfied.
Three elements of the correct reaction 
When answering, remember that you have to be reasonable, even if the review is absolutely senseless.
Answer promptly. Create a rule to respond to each complaint within 15 minutes. Present and potential customer loyalty depends on the speed of response.
Answer calmly. Words should be as respectful and calm as possible, even if you are angry. Polite tone in response to unreasonable nonsense will prove your decency.
Answer objectively. When you read a negative review, imagine how another person would feel. Maybe he is right?
Do not be afraid to admit your guilt, you can make mistakes too. Admitting your wrongfulness will show that you are a real honest person who knows how to make compromises. It is impossible to get rid of negative reviews. Do your job well and correctly respond to complaints to minimize them.
Based on “Answering the Ultimate Question: How Net Promoter Can Transform Your Business” by Richard Owen and Laura L. Brooks

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