Posts tagged Business Success

How to Respond To Negative Customer Feedback

How to Respond To Negative Customer Feedback

JerryDRoss.com - Business Success

Knowing how to respond to negative customer feedback is critical as a business owner, because as a business owner, you’re eventually going to get some negative feedback from your customers or other people you work with or for. While your initial reaction is probably to get mad or upset, negative feedback is actually a good thing. It means that your customers are giving you an opportunity to improve your business.

 

The most important thing to remember when getting negative feedback is to not get mad. Sure, getting mad may give you an energy burst to be more effective and get more things done, but it’s more likely going to get you worked up over nothing and make you waste time.

 

There are two things you can do instead of getting angry or upset, and which one you choose depends on what kind of negative feedback you got. Negative feedback can pretty much be divided into two categories: useful and mean spirited.

 

If someone sends you feedback that simply says they disagree with you and says nothing more than that, your next step is simple – ignore it. There’s nothing you can do to change their opinion and acknowledging them is simply going to waste both your times. Just forget about it and move on.

 

Just because feedback is negative doesn’t mean it’s bad. Negative feedback should be looked on as an opportunity for improvement. And while this person may have been upset and not have been the nicest person in sending their feedback, the first thing to do is thank them.

 

It doesn’t have to be big, just a quick email letting them know that you value their opinion and will look into the issue. If you already know, you can let them know how you’re going to fix the issue at hand. This will not only help you keep a customer (and possibly make more by referrals), it will also encourage them to send more feedback so you can make further improvements in the future.

 

Once you have helpful negative feedback, the first step is to analyze whether or not it matters. Just because a suggestion gives a good idea, doesn’t mean it’s worth the time and money you have to put in to it. If a problem is difficult to fix but only affects a few of your customers, it’s probably not worth it to spend your resources making it better.

 

After you’ve decided you need to take action, it’s time to brainstorm what action to take. This could take a few minutes, or even a few weeks. If you are getting stuck, you can even ask customers (or the person who gave you the feedback) what they think would be a good fix.

 

For each possible action, also go back and weigh it based on how much the negative effect matters. While you may agree that the problem needs fixing, you may not agree that you need to make a substantial investment to fix it and opt to go for a cheaper, but less effective fix. Once you have all your options laid out, it should be much easier to choose a solution.

 

Once all this is done, you can finally implement your solution, but don’t forget to let your customers know about the changes – particularly the one who inspired the changes in the first place. Knowing how to respond to negative customer feedback can help you reach that success you’re looking for as a business owner.

 

Here’s to your Success!

Jerry D Ross

 

Give us your thoughts and/or suggestions. Please leave your Comment below. Feel free to contact me with questions or suggestions.

Blogging for Great Success

Blogging for Great Success

JerryDRoss.com - Business Success Solutions

 

The Internet is full of great new ways to communicate and form relationships with your customers. While businesses used to rely on email they can now use forums, social networking sites, RSS feeds, and tons of other means. One great way to talk to your customers and colleagues is through blogging.

 

While blogging has gained a lot of popularity for social networking and keeping tabs on celebrities, it’s also a great way to keep customers up to date on news, products, opinions, or just about anything. Instead of having to send out bulk email or contact people individually, you can make a quick blog post online and be done. They can include links, products, videos, just about anything you want.

 

Nowadays, you see businesses claim that they know you or tell you that coming to them is like coming to a friend or neighbor. That’s because business has gotten so big and technical, customers are often treated like a number instead of a person. This is especially true online where there is often little or no personal contact. People like the feeling of knowing someone they are hiring. If they feel like you’re a friend to them, they’re more willing to hire you, buy your products, pay more, and tell their friends about you.

 

A blog is a great way to make your customers and potential customers feel like they know you and can trust you with their business. Sure, it’s not a real face-to-face conversation, but blogs give you regular contact and are generally much more personal than sales letters or even normal business email. They turn you into a person, not just a business.

 

If you have a good blog with great content, you can get people talking. If you foster an open environment on your blog, you can get great discussions going on your site. Eventually, people will start talking about your site. And the more people talk about you, the more people hear about you. The best part is, when they talk about you, they’re also going to link back to your site, raising your search engine rankings so even more people can hear about you. Before you know it, you’ve reached hundreds, if not thousands of new customers.

 

If you do it right, take time, and research your blog topics, you’ll be able to develop a reputation. People talking about you is great, but it doesn’t necessarily make them think you’re credible. A blog can help you build a reputation as an expert in a field. This is especially good if you’re thought of as a helpful expert.

 

The best part about blogging is that it’s easy. While you’re working on a large project, you can write short blog entries on your breaks. You can write a couple blog posts before you go to bed. Or, if you’re writing a large piece, you can reword parts you write as you go and save them later for blog entries to promote the topic.

 

Here’s to your Success!

Jerry D Ross

 

Give us your thoughts and/or suggestions. Please leave your Comment below. Feel free to contact me with questions or suggestions.