- Try not to be defensive! Honestly look or listen to the comments, and if the points are valid, address those situations in your company and make changes for improvement if necessary.
- Get back to the customer. Obviously, if the feedback is in person you can respond immediately. But if the comments are online, make sure to recognize the feedback, and get back to that customer. If the points made are valid, let the customer know what you can do to make things right.
- Always consider the source. Sadly there are some people that will never be satisfied, and they just enjoy putting others down. Even if you feel this is the case, always treat your customers with respect and with a calm demeanor. In today’s online world, even words that may not be true can have far-reaching impact. You want to always counter, even anger, with an even, calm tone – your future customers that may be reading the comments will take note of that and hopefully not be swayed by the initial comment.
