So how do we work with customers online to resolve their complaints? Use the LAST strategy to keep on top of online complaints: Listen Apologize Solve Thank
Listen Search social media for complaints, especially on Twitter and Facebook. Don’t leave any complaint unturned as word of mouth can spread and escalate the situation.
Apologize Give validation to the customer with a genuinely personal, “I’m Sorry”. Offer to remedy the situation privately.
Solve Find a way to leave the customer satisfied with personal one-to-one communication and a customer-centric solution.
Thank the Customer Thank the customer for their feedback. It's a blessing in disguise. Tell them how the concern is being addressed.
Can you identify two things the owner did correctly?
You can't use customer complaints as a marketing tool to enhance the customer experience.
Summary Use an app or a tool, like Google Alerts, to keep track of every time your business gets mentioned online Respond immediately to negative reviews Acknowledge the customer and take that feedback to improve your business