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How to Respond to Bad Reviews or Email Complaints from Customers

How to Respond to Bad Reviews or Email Complaints from CustomersWe all want to be a 5 star business but unfortunately there will always be the unhappy customer. More than 80% of customer’s look up a business online before they go there. A bad review may leave you feeling like people are attacking your business and there is nothing you can do, but this is far from the truth. There are ways to help maintain your businesses image and restore potential customers faith in your company. We have put together the top steps to take when responding to a bad review online so if this ever happens to you, you know exactly what to do.

We also want to point out that the same strategies can be used for Email Complaints. Email complaints are always tricky to deal with, as online correspondence can be easily misread and misinterpreted. Unlike with face to face and telephone complaints, you can’t use body language or tone of voice to interpret the customer’s words and convey your own message. Dealing effectively with angry email complaints requires extra measures to be taken in order to reduce the possibility of misunderstandings.

Careful Reading

Read the customer’s review or message several times to ensure that you understand what the customer is saying. Make a note of the issues raised in the message and try to determine what the main problem is. If you are unsure or need extra information about the customer’s concerns, make a note of questions to ask in your response. If you are not aware of the specific situation the customer is describing be sure to quickly investigate and find out the details from your employees.

Always Respond and Respond Quickly

Bad reviews can impact you business quickly and waiting for weeks or months to respond will look bad to potential customers searching out your business. If the complaint is via a review on Google, Facebook, Yelp, etc be sure to respond as soon as possible and not let a lot of time lapse Try to respond within 24 hours. With email complaints unhappy customers are easily irritated by slow response times, so it’s important to reply to their message promptly. If you need extra time to look into the matter, post or send an initial message to let them know that you are dealing with their complaint and will get back to them as soon as possible. You can always edit the response on Google Reviews later or send an additional comment on Facebook Reviews. You can also use this initial message to request any additional information you need form the customer. Responding quickly also may help you turn the situation around! If it does, don’t be shy about asking the customer to update their review and post their feelings about how you handled the situation.

Beginning your Reply

Always start your response by addressing the customer by name and thanking them for letting you know about their experience. Let them know that you appreciate the time they have taken to bring the matter to your attention. Use empathy and acknowledge the customer’s concerns by summarizing or paraphrasing the points raised in their message, as it’s important to show that you have listened and understood the problem.

Take Responsibility

Apologise for any distress the customer feels and take responsibility for finding a suitable resolution. Taking responsibility and apologising doesn’t mean accepting liability, it simply means being responsible for successfully resolving the problem. If appropriate, explain why the problems have occurred, but avoid making excuses and above all do not get defensive. With online reviews, this will also show other potential customers that while no one is perfect, if a valid problem occurs that you are willing to take responsibility.

Make Amends

If the customer requires a refund, compensation or another action to be taken, provide a clear explanation of the steps you are going to take to meet their requirements. Good will gestures, such as money-off vouchers, discounts or free gifts can also go a long way towards repairing the current customer & future customer’s confidence in your business.

Before Sending the Message

Before sending your response, always proofread it to check for spelling mistakes, grammar problems and possible misunderstandings. Take out any words or phrases that have double meanings and could be misinterpreted. Remember to include your name, title and contact details at the end of the message and let them know they are welcome to contact you again.

Positive Feedback

Don’t forget to also respond to positive feedback! Google recommends that for every review you receive you should respond! And if possible be personal. Don’t say the same thing every time but change it up. If the review is from a frequent flyer feel free to mention that you appreciate their loyalty to your business. A response shows you are actively engaged in your customers satisfaction and that you care.

Hot Key West Business Opportunities

101600 Overseas Highway $20,000,000

101600 Overseas Highway KEY LARGO, Florida

3 Beds 3 Baths 3,717 SqFt

139 Seaside Avenue $10,500,000

139 Seaside Avenue KEY LARGO, Florida

5 Beds 7 Baths 6,740 SqFt

5730 4Th Avenue $9,995,000

5730 4Th Avenue Stock Island, Florida

9 Baths 6,444 SqFt

1622 Overseas Highway $9,900,000

1622 Overseas Highway MARATHON, Florida

3,400 SqFt

12685 Overseas Highway $8,500,000

12685 Overseas Highway MARATHON, Florida

5,607 SqFt

517 Duval & 518 Bahama Street $7,500,000

517 Duval & 518 Bahama Street KEY WEST, Florida

4 Baths 7,854 SqFt

3428 Roosevelt Boulevard N 1,2,3,4,5,6 $5,995,000

3428 Roosevelt Boulevard N 1,2,3,4,5,6 KEY WEST, Florida

7 Baths 8,046 SqFt

$5,250,000

Key Largo, Florida

2 Baths 4,680 SqFt

96180 Overseas Highway $4,900,000

96180 Overseas Highway KEY LARGO, Florida

3 Beds 3 Baths 1,445 SqFt 0.960 Acres

919 - 921 Duval Street $3,750,000

919 - 921 Duval Street KEY WEST, Florida

9 Beds 6 Baths 4,173 SqFt

101350 Overseas Highway $3,250,000

101350 Overseas Highway KEY LARGO, Florida

2 Baths 6,674 SqFt

1100 Indies Drive S $2,725,000

1100 Indies Drive S Duck, Florida

4 Beds 4 Baths 3,402 SqFt 0.290 Acres

100150 Overseas Highway $2,400,000

100150 Overseas Highway KEY LARGO, Florida

2,436 SqFt

352 Seaview Drive E $2,200,000

352 Seaview Drive E Duck, Florida

2 Beds 3 Baths 1,440 SqFt 0.190 Acres

218 Bristol Court $1,999,000

218 Bristol Court Tavernier, Florida

3 Beds 2 Baths 1,628 SqFt 0.150 Acres

Are You Looking for Commercial Property in the Florida Keys?

Use our site to search commercial real estate in Key West and all of the Florida Keys. Unlike the “big name” sites out there, our site is directly connected to our local MLS and is updated with new properties every HOUR. By creating a Property Manager account you can stay on top of the newest businesses that go up on the market and get Price Change alerts so you can stay ahead of other buyers and beat them to the best deals!

In the meantime, check out these 1-click searches:

  • All Businesses for Sale
  • Office Buildings
  • Hotels, Motels & Bed & Breakfasts
  • Bars & Restaurants
  • Marinas for Sale in Key West
  • Investment Properties
  • Business Opportunities

Newest Key West Commercial Properties on the Market

Offices on Eaton Street located in downtown Key West. If you are looking for a small private office join the friendly business environment at Key West Theater catering to local small business owners. Office 215 is a corner office with a large open space and close, approximately 320sq.ft.  Wifi, electric and water included, sales tax is in addition to the monthly rent quoted. $1,400 Active

524 Eaton Street 215 KEY WEST, Florida

2 Baths

2nd Story lease space suitable for office/work shop/storage in a 9 unit compound on Stock Island. Large front room with built in cabinets, 2nd smaller room for storage, additional office space and a half bathroom. Secure fenced lot, an off street parking space and circular drive for truck delivery or pick up. Rent includes utilities. First, Last and Security (one month rent) will move you in. $1,745.79 Active

5625 2Nd Avenue UP Stock Island, Florida

6,219 SqFt

Retail Space available in one of Key West's three major power centers. Overseas Market boasts one of the most desirable tenant bases on the island with Winn-Dixie, Denny's, Ross, CVS Drugstores, Verizon, GNC, Goldman's Deli, BodyZone, AutoZone, Five Guys, Dominos and more... There is ample parking & traffic light entry into the shopping center. Monthly rent quoted is Base Rent Only, in addition are triple net charges and sales tax. $4,083.33 Active

2730 Roosevelt Boulevard N KEY WEST, Florida

1 Baths 178,707 SqFt

Commercial Space Directly in the Middle of Gulfside Village. Triple Net Long Term Lease with existing Verizon Wireless tenants. Excellent Visibility! Excellent Rental History! Gulfside Village offers ample parking spaces, clean shopping center and friendly retail owners. Unit 21 has 1,860 sq feet of space, half bathroom and large storage/office area in the back of the store. Please DO NOT DISTURB the existing tenants/company. $600,000 Active

5800 Overseas Highway 21 MARATHON, Florida

1 Baths 1,860 SqFt

View All

Posted in: Marketing, Online Reviews, Owning a Business, Tips & Tricks, Uncategorized Tagged: angry customers, angry email complaints, bad online reviews, bad reviews, email complaints, how to, how to respond to angry customers, responding to bad reviews

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