5 Tips on How to Handle Customer Feedback and Use It to Your Advantage

Criticism, complaints, negative reactions, bad reviews from the customer. They are never pleasant, but if you can manage them properly, your business can only move forward. How do you gain the respect and loyalty of the customer in these situations and not lose them?

The first step in handling criticism from customers is to ensure that the criticism gets to the right person. The customer should receive a clear, specific and prompt response to their feedback. They need to feel that your company is taking it seriously. Therefore, choose one person or a team of people to handle crisis communications, complaints, etc. Educate them sufficiently about the products you offer and the options for compensation if the customer is dissatisfied.

The next important step is to understand the customer. Know the reasons why they made a complaint or want to return the goods. It could be because the product or service was not of high quality, the customer encountered a problem or is simply not happy with what they received. Take an interest, ask questions and thank them for the feedback you have received. Try to stick to the facts and find out as much information as you can about the problem. Don't start arguing right away.

Do you now recognize the problem? You can set about solving it, whether it's improving product attributes, improving quality, replacing materials, changing the production or service process, improving communication between staff and the kitchen, providing more accurate and detailed information to the customer, training staff, or changing the price. Compensation in the form of a discount, refund, free service or offering a different - and better - product may also be a solution.

Raising awareness of how customer feedback is or has been addressed is also an important step in managing criticism from customers. Be transparent with customers and let them know how their complaint is being dealt with, how long the process may take and how they will be informed of the outcome.

In order to truly use criticism to your advantage, you must embrace it as an opportunity to improve. Feedback, even if it is negative, can give you a new perspective and help you understand what you can do better. Take it seriously and learn from it.

It doesn't matter if you receive a complaint in person, by email or on social media. Your unhappy customer deserves respect, empathy and a solution. It's not just a matter of good manners - it simply pays off in business terms. First and foremost, they're the ones who chose your hotel, your brand, who you prepare food for... Keep in mind that they see situations in a way you usually can't, which is why their observations are so valuable.

Don't forget to subscribe to our newsletter to get more tips and advice from different areas of the business environment.