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How to Handle a Complaint Against Your Company
Ninety-two percent of consumers now read online reviews for local businesses. You can imagine that a negative review will negatively impact your business. You want to be sure that you are resolving and responding to complaints both quickly and appropriately. In order to monitor company complaints, you will want to know where consumers typically provide feedback.
Consumers will often submit a complaint with the Better Business Bureau. Complaints stay on a business’s BBB record for three years, and can impact the business’s overall BBB rating. Complaints can also be made with governmental entities such as the Attorney General of the State of Texas, Federal Trade Commission or the state licensing body that the trade is licensed under.
It’s become even easier for a consumer to post negative reviews through local business review sites such as Google Local, Yelp and Angie’s List, or through social media sites such as Twitter and Facebook. A consumer can also make complaints via publications such as Consumerist, or read complaints from employees or former employees through sites, such as Glassdoor or Indeed.
Positive and Proactive
Always respond to a complaint politely and in a timely manner. Seek to resolve each issue that is brought forth, rather than defend the business. Thank the consumer for their business or their patience as you address the issue. Reach out to the consumer personally if you have their contact information.
Be respectful. Your response can be copied and shared through other channels, and can potentially make the situation worse.
Encourage your customers to provide positive feedback.
If a customer tells you how much they enjoyed working with you, ask them to post a review on a profile that you have set up. Provide links to online review sites on the business website, e-mail or newsletter. Incentivize a review by providing a benefit to the customer or to the employee who receives the positive review.
Expectations and Prevention
Ensure that the contract between your business and your business partners and clients is solid. Contract forms can often be generic, and omit critical information. You want to be sure that you are able to verbally communicate the expectations of your service laid out in the contract.
Have a plan for dispute resolution.
Avoiding negative feedback may be impossible. Provide a method for your customer to make a complaint directly to you or your business, rather than having to later handle these complaints through a third-party. A business contract may lay out the process for dispute resolution. For more information, contact us.
https://smallbiztrends.com/2014/06/how-to-handle-a-bbb-complaint.html
https://www.reputationloop.com/list-online-customer-review-sites/
https://www.entrepreneur.com/article/224673
http://blogs.wsj.com/wallet/2009/08/05/how-to-complain-about-a-company/
https://biz.yelp.com/support/responding_to_reviews
http://www.forbes.com/sites/allbusiness/2014/08/28/6-simple-ways-to-get-customers-to-review-your-business-online/#152c10594afc
http://centexbusinesslaw.com/blog/three-common-legal-mistakes-small-business-owners-make/