標題: How to earn an additional 25 million per year, responding to negative reviews [打印本頁] 作者: tasnuba12312543 時間: 2024-11-9 14:33 標題: How to earn an additional 25 million per year, responding to negative reviews Hello everyone! In touch, the Revvy team – A service that helps businesses communicate with customers faster. One of our most important advantages is the opportunity for business to get feedback from customers. Of its most, this connection can be both positive and negative. With the positive everything is very simple - our service will immediately offer the client to leave a review on online maps (Yandex or 2GIS). In the case of a negative assessment – we redirect the message to the business administrator and he closes the issue with the dissatisfied client, not taking the conflict on the Internet. But not everything always goes so smoothly.
Working with negative reviews
How to promote delivery
Feedback from customers in the restaurant business
More than 500 companies from the field of food and restaurant delivery (HoReCa) are connected to our service, so we decided to systematize the accumulated information. Here are the data we received:
On average, 70+% of the client base gives feedback in WhatsApp;
From 10% to 20% of customers leave a review on maps and search engines.
Armed with this knowledge, we shopify website design decided to think about the following:
Is it true that working with reviews allows customers to return “negatives” and, if so, what does it affect and what monetary equivalent of return gives?
Where does the Negative Come From
In every business, something can go wrong, and the sphere of restaurant service and food delivery is no exception. They sold the dish cold, the waiter smelled tobacco, did not bring the change, forgot to put the dish in the order and tp. It’s okay – who really works hard, can be wrong. Much more important is how it is corrected, because, in fact, your client is already dissatisfied. He will not come again, he will tell his friends not to come, will write his negative in detail on Yandex cards, it will be seen by your potential customers and give preference to your competitors. And this chain with every dissatisfied client is increasing.
As a rule, a negative experience is 10 times more likely to be converted into a review than a positive one. Therefore, each client needs to request feedback. 70% of the hundred satisfied customers will answer you and share your impressions on online maps if you ask for it. The rest are negatives, they will leave a bad review on the Internet without your request. How can you change that?
Write first with the Revvy service Then the client will pour out all the negative into personal messages, and you can process this negative and not bring the case to the publication of the review on the Internet;
Correctly answering. How to properly work with reviews we told in this material. Here we will say only, as you like no need: do not arrange battles, do not show aggression, do not pretend that you are smarter than the client. It is better to just apologize and offer a discount or a gift for the next order - this is the most winning scenario.
