Negative client opinion is the biggest risk to success that every business has to face. One negative comment on the social media page of a brand is more than enough to tarnish the years of a hard earned reputation within the industry. Therefore, it is a serious problem which needs to be dealt with efficiently, with great care and professional expertise and the right tools to handle the trouble.
The way that a majority of companies handle negative client feedback is to remove the comment or post from the social media page. But this is not the solution to the problem. It might seem like a temporary relief, but it is not a long term fixing of the trouble. In fact, the problem of a dissatisfied client still remains, which increases the likelihood of the company losing a customer and gives rise to the possibility of negative promotion of the company’s customer service in the market.
The only effective way to deal with a disgruntled customer is to make them feel important and value them.
Love Thy Customer
The most important key to achieve success is to make the customer feel important and instead of deleting their posts from the social media page, ensure a prompt response to them.
Nothing soothes an irritated customer better than a quick response from the concerned personnel, which promises the client efficient and effective assistance to resolve any and all problems promptly. A timely response pacifies the frustrated client and also sends positive signals to all current and potential clients about the customer services and valuable assistance of the company.
Deal With The Problem Publicly
Instead of deleting or ignoring a customer complaint in a post, the most efficient and professional way to handle the problem is to accept it and take action. Finding out the reason for the customer complaint, and discussing probable solutions to effectively resolve the problem is the perfect way to pacify the client, devise a solution to the problem and gain an insight into the client’s needs.
It is very important not to forget that with the popularity of social media, most online buyers follow the client comments to gain an idea of a brand’s service. The satisfied response of a satisfied customer is sure to do wonders for the sales and business growth.
Don’t Risk Losing A Client
In the current competitive world where one satisfied client can open up doors of opportunity for a business and present a number of highly promising chances of business success, the thought of losing a client is one just not to be tolerated at all.
A dissatisfied client means losing a potential loyal customer to the competition, laying to waste all the resources utilized to attract the target market to the company offerings. Why risk losing something as valuable as a client, when professional customer service can very easily serve as the means to resolve the problem efficiently, and convert a disgruntled individual into a loyal customer.