Fact: knee-jerk reactions can ruin an entire experience, an experience which, if skillfully handled, may wind up reversing course and going in your favor. Of course not all feedback scenarios can be resolved, as communication is often limited through various platforms, and there are certainly some reviewers who are only out there to distribute negativity. However, HOW we handle these types of engagement is really the key to success; in what matter we approach engagement, how we convey our emotions, and most of all, how we avoid escalating and appearing less than professional.
Remember: the only part of such interactions that we can control is:
• How we respond
• How we respond
• The words we choose
• Which actions we take next
It is always, ALWAYS....beneficial to conduct oneself in a courteous, professional, manner. Rarely does it benefit us to reply right away, before researching the facts, gathering details, or speaking to employees to gain insight into a particular situation. Of course, if you're a bit on the emotional side, I definitely recommend waiting to respond! I have seen business owners reply to the worst kind of feedback in such a courteous tone of voice that their words changed an entire situation. What does the customer want? Are they just venting because they had less than perfect experience, or one which failed to meet their expectations, or did they react to a real issue? Is the complaint with staff, meal quality, first impression, or legitimately flawed service such as an extremely busy night?
Taking time to craft your response is time well spent, because you certainly don't wish to come across as abrasive, uncaring, or lacking empathy. Above everything, the tone of voice in which you respond is of the utmost importance, avoiding words or statements which seem defensive or aggressive. Put yourself in their shoes; might this have been a couple who came in for a nice dinner, finally having got a night out without the kids, and perhaps reflecting their extreme disappointment over a small mishap into a major incident? While that's not fair either, it helps to see a situation from the other party's point of view. I always attempt to engage folks in a conversation beginning with a sincere acknowledgement of their frustration, rather than trying to argue or attack, then asking questions to further understand their comments. In this way an open dialog can be launched, allowing them to vent as well as for the me to hear their concerns. It is in this discussion process people often realize their comments may have been a bit over the top, and can lead to a peaceful resolution and understanding.
Thank you for visiting my blog ~ I hope you found something which sparks growth, resonates with your journey, or encourages new ideas.
Sincerely,
A. Baumann
Marketing Delmarva
Sincerely,
A. Baumann
Marketing Delmarva
Social media consulting for small business & nonprofit organizations • Community-focused resources, tips & tools • "Building brands on Delmarva". Connect @
