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Bad online reviews are as inevitable as the occasional rain shower. If you spend time outside, you will eventually get rained on. Mistakes happen and even when you’re having a flawless day, you can always count on someone to give you a thumbs down anyway. Some are also bound to take their anger to online review sites.

What matters is your response.

You might as well view the bad review as a gift. According to a study by Lee Resources International, for every customer that complains, many more remain silent. It means that although you’re trying to make things right for one customer, you’re really addressing issues that have left others just as irritated. Fix the problem and a whole group of customers will thank you. If you’re lucky, they may even do so online.  

  • Hear
  • Empathize
  • Apologize
  • Resolve
  • Diagnose

Some customers are impossible to please and you have to accept that: Some people are simply the wrong fit for your company and their bad reviews reflect that and that alone. In other cases, you may be the victim of somebody’s bad day. All you can do is stay professional and disengage if the interaction turns nasty and personal.

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