Thanks for speaking with me regarding your experience and allowing me to help with your floor remodel.įeedback is very important to us. It can be a good idea to update your responses to customer feedback, especially when you’ve resolved the issue. You should always aim to make it easier for the customer to leave a review. ![]() Remember not to take offense to negative feedback and use this as a way to present your company’s customer service skills. Do this so you can make the effort to take the conversation offline and ideally, on the phone or in person. To show the customer that you’re dedicated to solving their issue, you should ask for their contact information or provide your contact email so the customer can get in touch. Outline the steps you’re taking to make things right. Make sure that when you respond to customers, be specific and address their issue before offering a solution. We have gone over your issue and will address the problem with our team and get back to you. Customer service is our number one priority and we are working to make this right. We’re sorry that you had a poor experience with us. You could start with something like this: Start with an apology for the service they received. Not only is it a bad look, but it will appear as if you don’t take responsibility for your actions. Refrain from justifying issues or “arguing” with your customers. Make sure when you’re replying to negative reviews, you show them this by restating the issue and apologizing. If manually maintaining reviews seems too overwhelming, consider turning to a review management software. Pay attention to the negative reviews, but also reply to neutral and positive ones. Make sure you’re responding to as many reviews as you can. While that may not be your intention, responding gives your home rebuilding company an opportunity to reinforce good aspects about your services, customer service, and the things that keep your customers coming back. It may seem smart to pretend like negative reviews simply don’t exist, but when you have a long list of negative comments and no one is responding to them, it can actually make your company look like they don’t care about the customer. So what should you do when you receive a review that’s not so positive? Check out these tips on how to respond to and overcome negative reviews. ![]() However, negative reviews will do the exact opposite. Why? Because positive reviews drive sales, establish credibility, and position you as a leader in your space. Reviews are one of the most important aspects of your business. If you have a home building or remodeling company, you’re no stranger to reviews.
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