5 Tips for Responding to Feedback from Your Online Suggestion Box
Responding to feedback from an online suggestion box can be a demanding and sometimes difficult task. Whether you have a glowing compliment waiting in the box that you don’t know how to respond to, or you have a negative one that you wish would just go away, here are five tips to remember when sending those responses.
1. Always be Gracious
Show your customers that you truly appreciate their comment, even if it happens to be a negative one. You should also let them know that you value their time. Make sure your express that their suggestion matters and is an essential part of improving the business.
2. Be as Specific as Possible
Adding specific details into a feedback response goes a long way with the customer. It lets them know that they are in fact communicating with a real person and not a robot. It also makes your response come across as sincere, showing that you’ve read and understood their entire suggestion. Adding in the names of employees and details from the business or their specific visit creates a lasting impression and builds a personal relationship between the business and the customer.
3. Apologize and Sympathize
If there happens to be a negative comment left in your online suggestion box every once in a while, don’t stress because it happens to the best of us. The first thing you can do to make things right with the customer is sincerely apologize. Since the customer is already expecting this type of response right off the bat, try making your apology personal and sympathetic. This will show them that you really care about them and making their bad experience better.
4. Offer to Make Things Right
However, apologies only go so far in regards to responding to a negative piece of customer feedback. The main thing a customer is looking for when leaving feedback about a negative experience is an offer to make things right between the business and the customer. These offers may include a refund, complementary services in the future, or simply a promise to look into the issue that caused the problem.
5. Leave the Customer with an Invitation to Come Back
In the end of your response, always include an invitation for the customer to visit the business again. This is a simple way to try to create returning, loyal customers. You can make this invitation even more personal by inviting them to say hello to the owner or manager the next time they’re at the business. You could also try suggesting new items for them to try if you’re a restaurant manager or some hidden amenities to look for if you’re a hotel owner.
In the end, the most important thing to remember is to be yourself. It’s always refreshing when a customer can get in contact with a genuine person at a business since so many out there are resorting to phone recordings and automated response systems. BlurtBox is the perfect tool to use when trying to put a personal spin on your customer feedback system. You’ll be able to privately communicate with customers, instead of doing so publicly on the internet. Sign up for a free account today and start receiving feedback of your own.