Every cloud has a silver lining and every negative feedback can be turned into a growth opportunity.
But before we go into detail about how to deal with negative feedback for your online store, it's important to note that the way you handle negative feedback can make or break your business.
We are not trying to scare you. However, you have to know right off the bat the importance of using even the worst of feedback to your advantage.
So dry off your tears, and let’s take a look at some important information you should know about handling negative feedback and turning the situation around.
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Did you know that 99.9% of consumers reported that they check reviews when shopping online?
Maybe they don’t check every single purchase, but that number is enough to divert your attention to how people review your products.
In the digital era, news doesn’t just travel fast; it flies! So if you are wondering how important online reviews are, especially negative ones, take a look at the following numbers.
In a nutshell, online reviews are the bread and butter of online businesses. And negative reviews, in specific, can add a little spice to your recipe for success.
So, yes they are not 100% bad if you learn how to deal with them in the right way.
Now that you know why it’s vital for you to learn how to deal with negative feedback for your online store, let’s take a deep dive into the top tactics you can use.
A customer received a faulty product or an item that didn’t match their expectations. So they left a 1 or a 2-star review; now what?
1- Respond Quickly
Timing is one of the most important things you need to focus on to truly learn how to deal with negative feedback for your online store.
Because, unlike positive reviews, customers tend to leave negative reviews right after their bad experience.
That’s why it is essential to answer them as quickly as you can. Ideally, you respond within the first 24 hours of the posting. But don’t stress over time and give a half-hearted reply.
2- Apologize and Take Responsibility
The first thing your reply has to have is an apology. No matter what the customer complains about, you have to take full responsibility and offer a sincere apology.
We know that this might be a bit challenging when it’s not your fault.
But not diverting blame to other parties and taking responsibility for all mistakes shows that you care, and that goes a long way with customers.
3- Personalize Your Reply
Many eCommerce businesses have some replies that automatically (or even manually) go out when a customer leaves a review.
Although that’s not the best strategy in general, it can be alright with positive reviews. On the other hand, you should never leave a generic reply to negative feedback.
Your reply should include the customer’s name and address their issue specifically.
4- Offer Solutions
It is not enough to apologize and take responsibility, but you must also offer solutions. In fact, this might be the most important thing you must learn about dealing with negative feedback for your online store.
These solutions should be relevant and highlight the goodwill behind them.
For instance, you can send them a replacement product, offer compensation, or/and a coupon for their next purchase.
The solution should be set according to the severity of the issue faced.
5- Follow Up
Now that you have done everything right and customers are happy once again, should you move on? Of course not!
You have to follow up with them and ensure their experience is turned around. Also, this is a great time to ask them to share their feedback once again and hopefully, this time it’s a 5-star one!
To become an expert on bad reviews or, in other terms, to learn how to deal with negative feedback for your online store, you have to know all about the pitfalls others fall in.
Common Mistakes to Avoid When Handling Negative Feedback for Your Online Store
By now, you know that all eCommerce businesses receive negative feedback. But obviously, not all businesses know how to deal with this feedback in the right way.
For example, many of them:
1- Take it Personally
Don’t confuse that with personalization. Taking a negative review personally means that you react like the customer is attacking you, not a specific situation.
So when you get a negative review, take a deep breath and remember that the customer is always right (that’s not really true, but that’s the right mentality for a successful eCommerce business).
Then sincere apologies and the right solutions will roll off your tongue.
2- Stop The Conversation
If you learned how to deal with negative feedback for your online store (hopefully you will by the end of this blog!) then these customers are now happy with you again.
This is the perfect time to keep the conversation going. And we don’t just mean following up and asking for feedback; we mean making them a part of your email list, loyalty program, and any other conversations you have with your customers.
Don’t underestimate the power of being seen as a humane brand. If a customer feels heard and appreciated, they can turn into your biggest advocate.
3- Stay Online
If the issue is a big one, then you should definitely take it offline. Staying online gets more eyes on the negative situation and can get more heated.
Other people can start to pile in with their own opinions, and what could have been solved in a single email or a phone call can turn into a viral quarrel.
4- Don’t Learn From Those Feedbacks
Learning how to deal with negative feedback for your online store doesn’t solely mean turning those frowns into smiles.
Making the customer happy is the first priority. However, if you move on after that, then you are missing out on huge growth potential. Every feedback should be taken into account, researched, and covered from all aspects.
All that will help you avoid these problems in the future and maybe even adapt your operations to better fit your customers.
You have learned from the worst; let’s learn from the best!
We know that learning how to deal with negative feedback for your online store is no piece of cake. But these companies managed to turn the situation around and make lemonade!
Of course, if someone knows how to deal with negative feedback, it’s the eCommerce giant, Amazon.
We must say Amazon India almost didn’t make it to this list with its first response. But the company quickly realized its mistake and followed the initial comment with a much more personalized one.
In this example, Amazon took its time to apologize and explain in detail what happened.
Clinique started its reply by showing gratitude and thanking the customer for leaving a review (although it’s a bad one). Making a customer feel important to your brand, even before apologizing, always resonates well.
Then Clinique went on to offer a solution (the full refund) and asked to take the conversation offline.
In this funny interaction, Jetblue shows how much it cares for its customers by showing empathy for the situation.
The original tweet wasn’t even asking for anything, but Jetblue immediately offered compensation for their bad experience.
Need some help in learning how to deal with negative feedback for your online store and retaining customers (especially those who leave negative feedback)?
A marketing operating system like Converted.in can be the answer to all your problems!
Book a demo now with one of our experts to take your eCommerce marketing game to a whole new level