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To save the reputation and get customers back. What to do if there starts a scandal involving
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To save the reputation and get customers back.
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What to do if there starts a scandal involving your store
To save the reputation
and get customers back
Hey there!
We prepared a case for our Head of Sales with nine years of experience in customer service. The challenge is to get out of the situation with a negative review in social networks and save the customer.
We’ll tell you how she handled the case and how she advises acting in such situations.
The case
Imagine that your store sells electronics: computers, phones, game consoles. In the morning you come to the office, open Facebook and see a post there:
"I ordered PlayStation for my son at YourStore for Christmas. The baby opened the gift and there was no gamepad in the package. The baby was in tears, the whole day was ruined."
The guy turned out to be a blogger with 100K subscribers. Soon they will raid the comments. The more they comment, the more people will see the post in which the store is discussed negatively. That’s how Facebook works. You have to do something.
React to the post as soon as possible
The first thing to do is responding to the post. That’s how you’ll let the person know that you have seen the problem and started looking for a solution.
It will also help to reduce the number of comments. The fewer comments are there, the fewer new people will see the post. You do not want to inflate the problem.
Jack! We are investigating the problem. We’ll answer you as soon as we understand what has happened.
In our case, the customer described what happened in detail. It happens rarely. Usually, a post is just a piece of negative feedback.
"YourStore ruined my day. THANKS A LOT! Never buy goods there."
In that case, we need to find out what happened. Just don’t do it in the comments, take the discussion away from the public: call or text a person in the personal chat.
We advise you to call as you can’t control a person’s emotions in a letter. A person can be offended by the first sentence, and read the rest of the letter through the prism of offense. If you call, you can respond instantly to the changes of emotions.
Get to the bottom of the problem
Now we need to figure out where the store screwed up. Every screw is a symptom that some process in the store isn’t working as it should. It’s important to fix it so we don’t make any more mistakes.
For example, the packer forgot to put the gamepad back in the box after checking it. It’s a bottleneck in the inner-company process. We have to figure out how to insure against the human factor in the future.
Or the delivery service courier stole the gamepad. That is a bottleneck in the external process. There’s a great temptation to blame the delivery service because technically it’s not the store’s fault. But it’s better not to do this: the responsibility of the store does not end at the moment of receiving the order. We need to change the delivery service or the process of working with it.
Admit the guilt, tell the truth about what happened, compensate for the inconveniences
Now we have to go back to Facebook and tell the guy what happened. It is important not to point fingers, but to quietly admit the mistake and offer compensation.
Jack, that’s what happened. Our packer was checking the gamepad before packing and forgot to put it back. It’s our failure. We admit it.
To prevent this from happening again, we will create an additional step of checking packages.
We understand how upsetting this is for you and your son. We’ll bring you an extra gamepad and two games of your choice. When will it be comfortable for you to meet our courier?
Don’t be afraid to fail
Everyone fails, it is OK. But not everyone shows care and attention to the client after the fail.
If you will overcome difficulties together with your customers, they will remember your care and come back to the store.
Check our Advanced Product Reviews extension
The extension makes it convenient for users to leave reviews on the site which prevents them from starting a public discussion in social networks.
[Advanced Product Reviews →](
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