Receiving negative feedback for a product or service is an unfortunate circumstance of being a seller. You can do everything right, but you’re bound to come across that one customer that is just never satisfied.
The best way to handle negative feedback?
Always keep your cool, express why you’re not in the wrong, and be very descriptive with your response. Much like I did when I got my very first negative feedback.
The buyer wrote:"BEYOND SLOW!!! NEVER AGAIN!!"
I responded with this: “Beyond Slow? I delivered all the likes as per your request and I delivered all of them in time. (It took me 48 hours to complete your order) I’ve clearly stated with the description: 3 Days maximum. So I delivered 24 hours BEFORE deadline. You ruined my rating for nothing.”
Here is my logic for this response:
• I effectively eliminated the impact of the key complaint (that I was too slow) by questioning it in the very beginning.
• Next, I explained that I delivered everything as the customer requested.
• What’s more is that I delivered it BEFORE my 3 day deadline – which is why I made the point to express the exact time it took me to deliver (48 hours) – that way, future customers seeing this would know that I delivered on time.
• And then, I reiterated what is already on my service listing – that I have a maximum 3-day delivery time – once again, proof that I delivered on time.
Could I have flown off the hinges here? Yep! Did I? Nope. Why not?
Because it wasn’t worth risking my reputation over one unfair, disgruntled customer.
All of my current and future clients could see this exchange at any time. If I were to be disrespectful in any way and cause a scene over this rating, it could potentially cost me far more customers in the future. If you get a negative feedback every now-and-then, don’t let it get you down. Keep your cool and keep delivering quality services on time and you’ll have nothing to worry about.
Do you agree with this or would you have handled this in a different way?