B2B Email Marketing : How to Tackle Negative Responses from customers?

B2B Email Marketing: How to Tackle Negative Responses from customers?

No brand or a business wants to receive a negative response from their customers. As we are in an the era where most of the consumers purchasing decisions based on what others say about product or business, a bad review could send your sales down. The real truth is, it doesn’t happen if you handle it carefully a negative review could actually lead to a positive result. 

Here are the few ways to tackle negative responses from the customers:

Don’t React Immediately:

When receiving any negative response from customers, it’s quite common to react immediately and your first instinct is to say: “No, this is not true” “you are wrong” or “it’s your fault”. However, no matter how negative the comment is, but try to solve it positively. Being calm and patience will help you to deal with the feedback better. If you feel riled up then take some time to calm down before going to the further steps.

Understand From Customer Point of View:

Whether it is a negative or positive feedback, but somewhere it happened from your side to react this way. You can easily choose to ignore the feedback, but you’ll never come to know about the reason that triggered the person. This means there is more possibility of this issue that may recur in the future.

Try to answer some questions by yourself:

• What are the major key issues?
• Why the person is reacting in this way?
• How to solve this issue?

So think from the customer point of view. Surely this will make easier to understand why the person is commented in that way and easily you can solve the issue.

 Reply to the Concerned Person in Kindness:

Since the person spent some time to share his/her feedback about your business, even you should take some time to response properly.

Follow some of the ways to reply:

• Create an open space for discussion.
• Let the concerned person know your point of view and also reply with valid supporting reasons.
• Thank him/her for sharing the feedback.

Ask for a second chance:

Ask for a second chance so that you can improve their experience with your brand by retaining their business. It’s important that your business should listen and learn from negative feedback and sometimes this may contain valuable information and it help you to improve your customer service

Reply Quickly With a Positive Response:

We are living in the era of smart phones and mass communication; customers are expecting instant gratification while interacting with any brands or products.

So responding to a negative review as soon as it goes online will shows that you really care about customer satisfaction. This may also be the reason that results to a person who had a bad experience with your business can give you a second chance.

Even though it takes time to read thoroughly and to respond each and every negative comment, but doing this will boost your customer retention rates in the long way. Also Updating with the social media management tools and alerts will quickly help you to locate and respond to customers in all platforms.