Remember about gratitude
Posted: Wed Jan 22, 2025 9:27 am
We have already talked about the fact that any feedback, even negative, has a positive effect on the development of the company. People want the company to work better and meet their needs. Clients can draw your attention to such nuances that you did not even suspect.
Therefore, it is necessary to thank consumers for feedback. If the response to the review begins with the phrases: "Thank you for contacting us", "Thank you for the information", then this will allow you to start a dialogue with the client in a positive way and find out who is to blame for the current situation.
Empathize with the customer
It is unpleasant for any person why choose our service to receive a poor-quality service or product, to be treated rudely by a company employee, or to have a mistaken idea about a product. To show the client that you are sincerely touched by their situation, express sympathy. To do this, be sure to use the following phrases in response to customer complaints: “We are sorry that you are upset,” “We regret the inconvenience caused to you,” etc. Apologies are appropriate only if you admit your guilt in what happened and actually made a mistake.
Don't use "But" and "No" in your answer.
These words give the reaction to the review a negative connotation and imply that the client is still wrong. You need to try to soften the wording, and such lexemes as “But” and “No” will cause the consumer to feel internal resistance. Even in a situation where the client’s demands are clearly excessive and cannot be satisfied, do not refuse him directly. A much better phrase would be “It’s hardly possible” or something similar.
Focus on the positives
There are negative reviews in which the client points out not only the negative, but also the positive aspects of what happened. For example, a restaurant guest may say in his review that the establishment has very tasty cuisine and pleasant service, but an uncomfortable interior. In this case, the answer should begin with an emphasis on the positive. It may look like this: "Thank you for noting the excellent taste of our dishes and the friendliness of the staff. In our restaurant, guests are always fed deliciously and served politely."
After describing the positive aspects, you need to find out what the client is unhappy with. This will allow you to pay attention to his problem and at the same time record the objective advantages of the company for other users. Most readers of reviews will remember exactly this, because people go to a restaurant for delicious food and a friendly atmosphere.
How to achieve multiple growth in traffic and sales from your website?
Alexey Boyarkin
Dmitry Svistunov
Head of SEO and Development
Read more posts on my personal blog:
I have always been concerned about the issue of moving to a fundamentally new level. So that the indicators would grow not by 2 or 3 times, but by several orders of magnitude. From a thousand visits to ten thousand or from ten thousand to a hundred thousand, if we are talking about a website, for example.
And I know that such leaps are always the result of painstaking work in five areas:
Technical condition of the site.
SEO.
Collection of site semantics.
Creating useful content.
Working on conversion.
And at the same time, every manager needs an increase in sales and the number of applications from the site at the moment.
To get this growth, download our step-by-step template for increasing sales from the site:
Download template
Therefore, it is necessary to thank consumers for feedback. If the response to the review begins with the phrases: "Thank you for contacting us", "Thank you for the information", then this will allow you to start a dialogue with the client in a positive way and find out who is to blame for the current situation.
Empathize with the customer
It is unpleasant for any person why choose our service to receive a poor-quality service or product, to be treated rudely by a company employee, or to have a mistaken idea about a product. To show the client that you are sincerely touched by their situation, express sympathy. To do this, be sure to use the following phrases in response to customer complaints: “We are sorry that you are upset,” “We regret the inconvenience caused to you,” etc. Apologies are appropriate only if you admit your guilt in what happened and actually made a mistake.
Don't use "But" and "No" in your answer.
These words give the reaction to the review a negative connotation and imply that the client is still wrong. You need to try to soften the wording, and such lexemes as “But” and “No” will cause the consumer to feel internal resistance. Even in a situation where the client’s demands are clearly excessive and cannot be satisfied, do not refuse him directly. A much better phrase would be “It’s hardly possible” or something similar.
Focus on the positives
There are negative reviews in which the client points out not only the negative, but also the positive aspects of what happened. For example, a restaurant guest may say in his review that the establishment has very tasty cuisine and pleasant service, but an uncomfortable interior. In this case, the answer should begin with an emphasis on the positive. It may look like this: "Thank you for noting the excellent taste of our dishes and the friendliness of the staff. In our restaurant, guests are always fed deliciously and served politely."
After describing the positive aspects, you need to find out what the client is unhappy with. This will allow you to pay attention to his problem and at the same time record the objective advantages of the company for other users. Most readers of reviews will remember exactly this, because people go to a restaurant for delicious food and a friendly atmosphere.
How to achieve multiple growth in traffic and sales from your website?
Alexey Boyarkin
Dmitry Svistunov
Head of SEO and Development
Read more posts on my personal blog:
I have always been concerned about the issue of moving to a fundamentally new level. So that the indicators would grow not by 2 or 3 times, but by several orders of magnitude. From a thousand visits to ten thousand or from ten thousand to a hundred thousand, if we are talking about a website, for example.
And I know that such leaps are always the result of painstaking work in five areas:
Technical condition of the site.
SEO.
Collection of site semantics.
Creating useful content.
Working on conversion.
And at the same time, every manager needs an increase in sales and the number of applications from the site at the moment.
To get this growth, download our step-by-step template for increasing sales from the site:
Download template