Share on facebook Facebook Share on google Google+ Share on twitter Twitter Share on linkedin LinkedIn
woman reading feedback

Getting Bad Customer Feedback? How to Use Bad Feedback to Help Improve Your Business Processes

Spread the love

No business is perfect. But that does not mean you shouldn’t strive to become the best. However, some lapses are inevitable. All companies are vulnerable to mistakes. It’s only going to get worse if bad customer reviews start to come in. Customer feedback is essential. Every business owner knows that when bad ones start pouring in, damage control needs to be done. You cannot afford to delay this step. At the same time, you’re going to work on correcting the flaws.

If you’re unsure how to do it, check out this guide to navigate your way through redemption, improve customer satisfaction, and make your business more reliable.

Take Client Reviews Seriously

Everyone knows this already. But to add more emphasis to it, people trust online reviews very much. Approximately 84% of people trust online reviews as much as a personal recommendation. This figure alone says so much about how important client feedback is.

Your customers’ online presence is powerful. Their comments either lift your business or tear it down completely. If you start getting negative comments about your services, don’t hesitate to respond.

survey reveals that more than half of customers expect businesses to respond to their negative reviews within a week. People know that only a fellow human can understand their complaints. Your sincerest responses humanize your business’s online presence. Take note of the most common complaints you’re receiving. In this way, you can formulate the most effective resolutions even to the most complex situations.

Empathy Is the Key

Sometimes, responses are not enough to ease your customers’ negative experiences. You have to make them feel that you genuinely care for your customers. Your business partly caused their bad experiences in the first place. This is why you have to put your feet in their shoes.

Showing empathy is one way to guarantee them that you know what they’ve gone through. This also gives them the idea that you’re willing to help them. Reduce the weight from the inconvenience they’ve experienced by showing empathy. It’s the first step to owning up to your mistake. It’s how you assure your clients that you want to make it up to them sincerely.

printing machine

Identify Where It Went Wrong

After taking accountability, you have to see how you can prevent the lapses from happening again. You can do this by pinning down the factors that caused the error. Examine every channel where the mistake might have occurred.

For example, if there was an error in the item quantity, check if it was an encoding mistake. Determine if it was a human or a machine error. In this way, you’ll be able to point out how the error transpired. When you’ve done this, you’ll be able to avoid the same mistake from occurring in the future.

Improve Your Processes

After determining where it went wrong, develop ideas to make your businesses process even better. Businesses need continuous improvements. They never run out of opportunities to evolve. Since errors are inevitable, you have to tweak some techniques to get them done more efficiently. For example, suppose you deal with suppliers that send important packages from Taiwan. You need to find a reliable courier to do this if your previous one failed to do it on time. Look for alternatives that will not compromise the quality of your service.

Another example is when your customer sent you an email complaint. The next thing you realize is your consumer email host did not receive it or put it in the Spam folder. That’s the time to look for another email host. You always have to seek ways to improve your processes to improve customer satisfaction.

Learn from Your Mistakes

The last and most crucial point is that you must pick up everything you learned from the experience. Negative feedback can sometimes be discouraging, especially when you’re doing your best. But what you can do is view your mistakes as learning opportunities. Treat them as constructive criticisms. Your weaknesses will strengthen your resolve and, eventually, improve your business down the line. Remember to avoid or minimize these errors in the future. That’s how you make your services even better. Re-establish your clients’ confidence. Show them how their feedback improved your business.

Restore your customers’ faith in your business and services. Don’t let them down. Redeem yourself by making sure that you’re not going to repeat the same mistakes. Customer feedback is a representation of your business’s efficiency and orderliness. Guarantee your clients’ satisfaction and leave them with an excellent impression so you can grow your business.

Scroll to Top