If you left a negative review, sort out the situation

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This will help turn a dissatisfied client into a loyal one. Often the first reaction to negativity is the desire to prove that everything is actually fine with the business. But with such an attitude, there is a risk of missing the real problem that the client was trying to draw attention to. And if the answer is rude, potential clients will become disappointed and never come.

We tell you how you can work through negativity and increase trust in the company.

Introduce yourself and address the client by name. The client will understand that behind the review there is a real person who is open to communication and ready to help. And addressing by name mexico telegram mobile phone number list is simply nice - it shows that you do not respond to all messages with a template.


Good day! Thank you for your feedback. Hello, Mikhail! I am Ivan Ivanov, the owner of the company "Romashka". We are sorry that you have encountered such a situation. Please write to us by email, and we will definitely sort everything out.
Try to respond without unnecessary emotions. Even if the review seems unfair. Do not respond to negativity immediately, give yourself time to formulate a constructive response and return to the message. This way, you will have time to think about the situation and restrain your emotions so as not to accidentally be rude to the client. Emotions in the message are appropriate if you admit the mistake and sincerely sympathize.

Immerse yourself in the situation if something went wrong. If a customer writes: "Disgusting service, I won't come back again", leave contact information and ask for more details about the situation and offer a solution to the problem.