Just got a negative review from a customer. How about the same person converts that negative review into a positive one? It sounds sweet and practical. It’s entirely possible to turn a customer’s negative experience into a positive one. But you have to reach the root of the problem. Negative reviews can bring a negative impression on our store’s profile. These can downgrade our conversion rates.
We might receive a low number of queries and engagements when our visitors are only leaving bad comments. However, we can fix that and let me help you how you will do this with your own social media store.
Is It Possible To Convert Negative Reviews Into Positive Customer Experience?
In a successful business, you have to believe that a customer is always right! Whatever experience he is willing to share related to your store, accept it. Be ready to receive happiness and hate at the same time.
But when you have experienced a person negating your brand, there should be some solid practice to change it into a positive customer experience. As far as the possibility is concerned, you can make your unhappy customers happy. And you can ask your customers to edit their negative comments to spread love and only the things that matter.
How Do You Convert Negative Reviews into Positive Customer Experiences?
As I have said earlier, you need to understand the cause of the problem. If you do not know what your customer has influenced to leave a negative review, you won’t be able to take action.
However, here are some experienced comments and situations against which you can take proper action. These feedbacks are negative and obtained from a widely known social media store. You will understand that a customer can leave the following types of comments, and there are proper actions available against each!
Feedback: Customer is Unhappy With Your Product Quality
When a customer doesn’t like the quality of your product, it leaves a negative review. Don’t worry, and don’t bother much if the same product is being appreciated by a large number of customers. You can fix the issue arising from this single or number of customers. It could be due to a wrong order, a product defectiveness, or your negligence that a customer has to complain.
Read the review and find out what’s the problem. Reply to the customer review as early as you can. Now, you can either give him a product replacement. Or you can offer full compensation. Ensure that your customer is ready with either of these terms.
It’s similar to producing more valuable content on Twitch to grow Twitch followers when your viewers don’t appreciate your efforts!
Feedback: A Customer Is Complaining About Your Customer Support
No matter how hard we try, we might often miss some customer’s queries and concerns. Therefore, a customer might leave a negative review if this happens. Sometimes, we do have problems with our customer support team. And it’s okay because we can fix that and turn that negative experience into a positive one.
Take a great hull on the guys you have implemented to support your store’s customers. Ask them why this happened and why the customer has left a complaint.
Besides fixing yourself, go to the reply of that review your customer has just left and talk politely. Send sorry and gratitude for their patience and let him know that you are there for him. This way, he might delete the old negative review and publish a new positive one.
Feedback: Delay in Product Delivery
Often, customers receive products late and are frustrated from there, they leave bad and negative reviews. Being a widely known social media store owner, you can fix this. When a customer complains about late delivery, of course, there will be reasons for this happening.
However, the customer is fair on his side as he might have already purchased the same product from somewhere else and had to pay double the price this time.
Be transparent in declaring to your customer about the late delivery. There could be many reasons to explain. So, once the customer is happy to listen to what you have to say, he or she can turn that negative comment into a positive one.
Feedback: Customers have Faced Problems with Online Payment
A good reason that people might leave negative reviews on your store is because there were problems with online payments. Yes, it is real that an online payment system might receive multiple complexities. Here, for this experience, if a customer has left a bad review, try to fix it by taking appropriate action.
Check out the possible failures in your system that are causing customers not to make online payments in that payment gateway. Hire a technical support team and fix the issue. Now go back to that comment and leave a reply saying you have fixed the issue and a customer can try again!
Leaving Final Recommendations:
Pay a keen focus on noticing all the bad reviews and be available to reply as soon as possible. This way, you can communicate with your customers and share the possible solutions. With this, fixing their problems will help you turn their negative experience into a positive one. So, this all works when you have implemented strong practices for compensating your customers at the best!