Reviews have a significant impact on a shop's reputation and might boost buying decisions. Unexpectedly, you can even benefit from negative feedback. For more information on how to react to negative Flowwow reviews, please read this post through to the end.
Where is the Flowwow ‘Reviews’ section located?
Navigate to the profile of your shop in your Personal area → ‘More sections’ → ‘Reviews’.
Sellers can respond to reviews, publicly thank customers, encourage feedback, and demonstrate to a wider audience their commitment to their customers and the quality of their services.
What may make a customer's experience unpleasant?
Negative feedback may result from a poor customer experience when sellers genuinely make mistakes, including failing to follow a customer's instructions. But in real life, there are a lot of different circumstances. A customer may occasionally post an unjustified negative review, which could hurt your ratings and statistics. Let's start by looking at the first example where negative comments are appropriate.
1. Goods replacement
When clients shop, they expect to receive goods that look just like the advertisements. If the actual item differs from the images on the product card, the customer's expectations won't be met.
2. Delivery delay
Users who buy things online want their orders to be delivered efficiently and promptly. This is among the main advantages of quick commerce. Customers are therefore unhappy when an order arrives late.
3. Order modifications made without prior consent
Please refrain from modifying orders unless specifically requested by the customer and approved by them. For instance, a customer ordered a cake with pink frosting, but you were out of stock, so you substituted red icing without informing the customer. The customer's expectations won't be fulfilled when the order is delivered, and they will write a bad review. The best way out of this situation is to let the client know that pink frosting isn't available right now and provide an alternative purchase option. You can make the adjustment once the client approves it.
4. Disclosure of confidential information
For instance, a customer who ordered a gift requested anonymity, but you gave the recipient their name. The sender was disappointed as a result of the surprise's failure.
5. Problems with delivery
Customer reviews may also be objectively impacted by delivery issues, such as courier performance. This is especially true if an order arrives damaged (for example, a broken cake or wilted/ frozen flowers). Consumers are entitled to voice their displeasure and point out such flaws in their reviews.
Strategies for handling negative feedback
Such reactions are primarily caused by expectations not being fulfilled. For instance, while the buyer was looking at a product card, they believed the bouquet to be enormous, but it was actually a medium-sized arrangement.
You have the option to notify Flowwow if you believe a negative review was published without a valid reason. To do this, navigate to your Flowwow Seller personal area on the web and click the flag symbol next to a review that you believe is unfair. We will consider your case and get back to you with a response as soon as possible. However, remember that you shouldn’t report all negative reviews. Instead, think about replying to critiques in order to receive reviews later.
What is your response, then?
- Before responding to any remarks, be in a good state of mind to prevent letting your feelings run wild on the customer.
- Secondly, you need to identify the issue. Avoiding the same mistakes in the future is essential.
- Your clients want to know that you put their problem first. If you show that you care about the customer, they will feel heard, understood, and that you genuinely want to help them.
- Compose many response scenarios to address order problems. Keep in mind that clients require prompt (timely) solutions at this very moment.
- Come to your own conclusions. Answer the following questions as best you can. What went wrong? How can I keep away from these errors? How can this be avoided in the future?
Your Complete Guide to Managing Negative Reviews
Step #1. Before responding to comments, try to be in a good mood with feelings of love, peace, and happiness.
Step #2. Keep in mind the significance of the customer's issue and the unique tone of voice used in conversation.
Step #3. Determine what went wrong and what the issue is.
Step #4. Accept the situation.
Step #5. Create a solution and provide it to the client.
Step #6. Deliver on your promise.
Step #7. Draw a conclusion.
An example of how to handle negative feedback
Assume for the moment that you have received a review like this:
A prime example of your reaction:
The most suitable scenario for a reaction would be for the seller to express empathy, share the customer's concerns, and show a genuine interest in learning more about what occurred. Finally, he offers a solution to the current issue.
Since every customer has a unique issue, you should refrain from using chatbots, or automated and prepared premade responses, when responding to consumer comments, in addition to losing your dignity and exchanging insults. But, in order to handle different problems, you could also want to provide other response possibilities, such as offering a discount, replacing an item, or doing something else.
Conclusions
Naturally, every seller wants their shop to have only positive feedback, but occasionally, products with only positive reviews can raise suspicions among buyers. What if all of these reviews are fake? Your shop's Flowwow rating can only be impacted by negative reviews, which could result in decreased sales and a worse ranking on the search results page.
Consequently, we advise finding a balance: it's acceptable for a product card to have both positive and negative reviews. Customer feedback will assist you in identifying your areas of growth, refining your offering, and making it unique.