When it comes to customer testimonials, there will come a time when you receive a negative testimonial. Now if you are new in business or even a veteran, the way you respond will determine whether it can turn positive. The worst thing for a business to do is to post only customer testimonials that are positive. Nothing in this world is perfect, so portraying perfection will turn potential customers away.
There are three simple steps to remember when dealing with negative customer testimonials. Remember, how you handle these negative customer testimonials will speak volumes about your business character and integrity.
1. Never Over-React
By you posting this negative customer testimonial, it gives the opportunity to build a loyal customer base. By responding rationally as well as offering some kind of “peace offering,” this shows your business cares and takes care of all customers.
2. Timing is Everything
Before responding to any type of customer testimonial, you want to think it through first. If there is a problem, investigate all angles of the complaint. The worst thing to do is assume the customer is over-reacting or claiming something false. Like I mentioned before, no business is perfect and by investigating, you are identifying fault or no fault. By taking the time and thinking through the response, it could turn a negative into a positive.
3. Respond With Care
Prior to this step, you have investigated as well as thought through the appropriate response. Now, choose your words carefully and make sure your tone is portrayed as positive not negative, hostile, angry, or even defensive. If there was a mistake made, admit to it and have a solution ready to implement. And ALWAYS make it right! If they want to return your product and are really unhappy, give them their money back, it’s not worth it having that negative energy around. If you were wrong or someone from your business did something that upset them— Always do what’s right—apologize, tell them you made a mistake, and even overdo it with the apologies and they will be incredibly grateful to you.
Overall, remember that there will be times where a customer is displeased or angry with your product or business. The key is turning a negative customer
testimonial into a positive experience, which will in turn bring more potential customers your way.