There’s no doubt about it...the internet is one of the most powerful tools when it comes to advertising your brand. But it’s a tool that can work for you or against you...and when it works against you, it can be a dangerous thing. Negative customer reviews can really hurt a business. A great graphic design and branding company like San Diego’s Lien Design, can help you overcome negative reviews on the internet.

Let’s face it, you can have the best web design branding in the world, and still get negative reviews. If you are dealing with negative reviews, here are some ways you can handle it:

Respond:

If there are any negative complaints about your company, it is always best to respond and be accountable. Not doing so will show your company in a negative light and cause further confusion and misunderstandings.

Acknowledge The Customer’s Right to Complain:

When dealing with negative reviews it is important to understand that a customer has the right to complain. After all, you might do the same if you had bad service when dealing with a business. Negative reviews can also help a company learn and grow.

Apologize:

Even if you don’t think you need to take responsibility for the situation, it is always a good idea to apologize if the customer has experienced any unpleasantness. This will help shed a positive light on the situation. From there, you can see how you can make things better.

Offer an Explanation:

Sometimes there are company policies that can not be changed. If this is the case, you might want to explain to the customer why this policy is in place, even though it may be the source of contention.

Find Out What You Can Do:

Even if company policies can not be changed, there may be something that might remedy the situation and make a customer feel better. Ask the customer, “What can I do?” This will empower them and give you a chance to put a positive light on the situation. Of course if they are requesting anything reasonable or within your power to do, you should act accordingly, to try to remedy the situation.

Step Back If Necessary:

Sometimes customers are just being unreasonable and they refuse to be placated by anything you are offering towards remedying the situation. If this is the case, just let the customer know that you have done all you can and step away. There is only so much you can do and so much time you can spend trying to make one customer happy.

Customer complaints are common on the internet. In fact, it’s much more likely for a customer to complain about a bad experience than for a customer that had a good experience to leave a glowing review. That’s why it’s so important to deal with these situations gracefully and know how to respond to negative feedback. If you are dealing with negative customer reviews, need help with your package designs for products or need assistance with any other aspect of your product marketing, California’s Lien Design will see to it that your company is always presented to its fullest advantage.