What is the best way to Close Sales Even after a Bad Review?
Avatar
Rao Nabeel

What is the Best way to Close Sales Even after a Bad Review?

If you are in business, then there is no way around it: bad reviews happen. The best thing to do when they happen is to not let them bother you. A good review will bring more benefit than one bad review anyway!

So,

Take a deep breath and relax about the negative ones because at least your positive customers have given you 5-star ratings!

It’s a well-known fact that online reviews can make or break your business. A few negative comments on sites like Google and Yelp, and you could be losing hundreds of dollars in sales every day.

You need to take control over the situation as soon as possible; otherwise, you might find yourself struggling even more than before.

Every business owner knows they should regularly check their reviews. But most don’t. And that means lost sales, unhappy customers, and a bad reputation.

There’s no doubt that some bad reviews can be devastating for business. One of the key considerations in avoiding negative attention is to make sure you’re delivering a quality product and service.

But,

How do you handle the situation when this isn’t enough? How can you get down to the source of these negative comments on your customer feedback page?

Look at the following to get an idea:

Acknowledge that You Understand

First of all, acknowledge that you understand their concern.

Acknowledging your customer’s complaint is an important piece of the resolution process.

It tells you that they are listening to what you have to say, and it shows them that your business cares about their concerns.

When a customer feels heard, they are more likely to feel valued by your company and will be more accepting of any resolutions you provide them.

If you plan on responding in person or public online through social media such as Facebook or Twitter, make sure that whatever information you provide is complete and accurate.

Apologize for the Inconvenience

One of the most important things you can do after a customer experience is apologizing. It’s all too easy to brush off an unhappy customer with a quick “Sorry for your inconvenience!”, but it will do little to make up for whatever happened or get them back on their side. You need to be clear that you understand their frustration and empathize with how they feel.

Smile and try to cool down the customer. Try to let him know that you’re empathic and listening to him/her.

Let’s face it, we all make mistakes. Whether the error was on your part or our own, an apology is always in order.

And while a simple ‘I’m sorry’ will do for most people, sometimes you need to go above and beyond to apologize for the inconvenience.

Consider this: when someone accidentally steps on your toe while walking down the street, would you be satisfied with just a simple “sorry?” Of course not! You might want him to feel the same.

That is why always start with an apology, either it could be a lifesaver apology or worst- depends on customers.

Next, you have to do is find a solution.

Address the Issue Head-On

The first thing you need to do is address the issue. If it’s a complaint about your product, apologize for the mistake and say how committed you are to resolving it.

Then, follow up with an update on how things are going or when people can expect their problem to be solved. Is there anything else they need?

You may also want to consider offering them some sort of compensation if they have a valid complaint that will cost you more money to resolve.

For every objection you hear, there are at least 4 more than the customer is thinking but not saying.

It’s a common misconception that you should avoid talking about a negative review. However, the opposite is actually true.

Instead of avoiding your bad reviews, address them head-on and show how you have solved the issue to make sure similar problems don’t occur in the future.

Also, you need to:

  • Be polite
  • Be caring
  • Be friendly
  • Be responsive
  • Be accurate
  • Be quick
  • Be wise

You will win customer’s confidence and you will be able to retain your customer.

Follow up is the Key

Now you know is the issue with the customer. Now What?

Follow-up is the key. Follow up and take regular feedback from customers. You will get to know your customer more and this will help you increase sales.

Follow up the situation and regularly ask the customer if they are satisfied with improvements that you have made after their complaint.

The customer will let you know about the situation and he/she will thank you for this consistent great behavior from you.

As you know what is a requirement of customer now you can make it up and do your best.

Improve Customer Service Experience

A lot of people go to great lengths to improve the customer experience, but there are still several companies that don’t pay much attention.

These companies are in for an unpleasant surprise. The competition is fierce and customers have become smarter with their spending habits.

In a world where the customer is always right, it is important to create an efficient and “invisible” customer service solution. Seamlessly integrating your support into the onboarding process will eliminate redundancies, and help you identify early when things are going wrong for your customers.

Do a quick survey every day and find out the following:

  • What customers really want from you?
  • What are they looking for?
  • What improvements do they want to see?
  • What image do they have in their mind about you?
  • What do they think about your best product/service?

You know how you get a bad feeling when you’re on the phone with someone at a customer service desk or talking to an agent and they give you that generic cookie-cutter response? How do we improve this experience?”

That’s where they are winning the game. They are willing to improve their service as per customer’s satisfaction. You have to make sure that customers will get a lifetime experience.

Be Proactive and Attentive to The Customer’s Needs

A common misconception is that salespeople are pushy, obnoxious, and need to be avoided at all costs.

The truth is:

Salespeople can actually help you spend less time on the details of your business by taking care of them for you.

An effective representative will pay attention to what their clients want from day one. They will listen carefully and take notes during conversations about issues or problems a client might have encountered in the past with products or services offered by your company (or others).

This approach will definitely a win for a business as you’re providing customers exactly what they are looking for. 

Keep in Touch with Your Customers

Every business will receive complaints from their customers sometimes.

You should know how to deal with these complaints properly, and you need to get your customer back when they are unhappy with your product or service (a negative review on yelp can ruin a local restaurant’s reputation in no time).

When it comes to customer feedback, you either love it or hate it.

Many business owners are eager to receive positive reviews and try very hard to avoid negative ones.

However, there is something about bad reviews that most businesses have not considered: they can be used as an opportunity for a great upsell!

You can use the following methods to communicate with customers:

  • Over the phone
  • Via email
  • Via social media
  • In-person
  • Quick survey
  • Incentivized survey
  • Text Message

Try winning customers based on your services. The first step to selling is getting people in the door.

Getting a sale requires more than just having an amazing product and service, you have to be able to reach your customers.

Conclusion

Every business owner or marketer has faced the dilemma of how to handle bad reviews. Business owners often want to respond but it is important not to lose a sale over a bad review.

The internet has changed the way we interact with one another, making it easier for us as business owners to reach more potential clients.

However, what many fail at is being able to handle bad reviews on social media or online forums like Yelp and Google Reviews.

A bad review is not bad if you handle a situation like a professional. Customers tend to listen to professional people.

While most businesses will be thrilled to receive a 5-star review, some will have trouble dealing with even one bad review.

One of the main reasons for this is because they don’t know how to respond in a way that will leave both parties satisfied. With all the ways you can respond to negative feedback online, it only makes sense that you would want to do whatever you cannot just improve your reputation but also leave your customer happy as well.

Related Post

Leave a Comment