The most harrowing experience for
anyone selling a product or a service is getting a complaint from a consumer.
After all your prototype testing and beta testing, having your product throw an
error at the hands of a consumer is indeed a significant point for
introspection. Even when is providing a service and has invested a lot of time
and money in training employees, sometimes customers are not happy with the
quality of service and complain about it in online forum which is obviously not
welcomed by most companies. However, when the complaint is genuine it can
actually be helpful to the company as it allows for self-introspection and a
chance to improve.
The problem really arises when
the complaint is a fake one that has specifically been planted by trolls just
for fun, or a rival company who is trying to undermine the ratings of the
company. In such a scenario what should you do? We share a few tip
Tips for Dealing with Fake Complaints
At GLOBAL
TREE COMPLAINTS are few and far between, but even a popular company
like it has to face complaints that are not genuine. We share a few tips on
what to do if you suspect or are convinced that the complaint is not a genuine
one
- 1. Do not call out the complainant - You may be tempted to call out the complainant and claim that the complaint is fake. You should never do that even if you have the required evidence to back up your claim. The reason is this can damage your reputation with your existing and prospective customers as they may feel that you are trying to deflect criticism
- 2. Do not feed the Trolls – what this means is that, when a complain is seen by you on an online forum do not go into a self-defensive mode and get into a war of words with the complainant. In many well-run companies like Global Tree, complaints are dealt with in a professional manner. It is best to leave a short polite reply requesting the person for an order or reference number
- 3. Do not gloat – once it is confirmed that the complaint is fake, it may be tempting for you to furnish the facts with all the proof to get one up on the complainant, but doing so will damage your reputation far more than his
- 4. Flag the complaint -While it is not in your best interest to openly comment on or call out the fake complaint, one thing you can definitely do is to flag the complaint if it’s on a third-party review site
- 5. Treat your genuine customers with respect – We see many manufacturers and service providers who are quick to respond when a criticism or complaint is lodged. However, the same companies do not bother to reply when a genuine and happy customer praises them. It is important to respond with gratitude for positive reviews as that will reflect the true worth of the company in the eyes of present and prospective customers.
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