Do you look forward to negative feedback? If not, then you should. Negative feedback is a great opportunity for home care businesses to learn where they can improve, and how they can grow their business. Do you have caregivers that need more training? These are things you might not realize without the informative feedback from clients. Negative feedback doesn’t always mean rude feedback. It is suggestions on where you can improve, and how you can make your clients and caregivers happier.
Negative feedback is essential for the credibility and trustworthiness of a business. Customers will trust a business that has a few negative reviews versus one that has all positive reviews. When you receive negative reviews, it is important that you handle the reviews in a professional manner.
5 Tips to Respond Positively to Negative Reviews
1. Take the Issue Offline
If your negative review is made by one your clients through an online review site, rather than responding by leaving a public comment from your home office, take their concerns offline. Take the time to contact them via phone or email to resolve the issue. Once you feel confident the client is happy, go back to their online review and leave a brief comment for the public to see.
2. Be Polite
The best thing you can do for an unhappy client or caregiver is to listen to their concerns and be polite. Take a little time to collect your thoughts and respond by saying something like, A quick sample response could be: “Thank you for your valuable feedback. We would love to talk further with you about your experience, and how we can improve. Please contact me at your earliest convenience.”
Clients will respond better to a business that is humble and honest about their mistakes. If, after speaking with the client, you find their complaint has merit, take proactive steps to make sure it doesn’t happen in the future.
3. Respond Promptly
By promptly responding to your clients’ and caregivers’ negative feedback, you are showing that you care and value their opinion. If you wait to respond to a negative review, you may be viewed as uncaring and untrustworthy. Clients want to know their comfort and opinion matters to you, and caregivers want to know their happiness is important. Handle the reviews promptly and politely, and you will turn your detractor clients and caregivers into promoters!
4. Share Reviews with Your Employees
Make sure the employees in your agency, whether they are in the home office or caregivers, are aware of both positive and negative client reviews. This will help ensure that your employees are doing their best to prevent similar issues from happening in the future, and it builds a client-centric mindset among employees.
5. See the Positive in the Negative
Negative reviews actually have a silver lining for your home care business. If every review is positive, you will never know how you can improve. Every business has negative reviews and most consumers understand this. Having a few negative reviews can help give credibility to the positive ones. If every review was positive, potential clients would become suspicious, feeling like your reviews are canned or manufactured. Negative reviews can contribute to building trust for the potential client, rather than diminishing it.
When all is said and done, it’s all about the public’s perception of your home care agency. In the past, word of mouth used to be the only way to refer consumers to a product or business. However, with the dawn of the Internet, the digital world holds the majority of your referrals. It’s important that you have a digital presence, whether it’s through social media or online referrals, and that you handle reviews and feedback with professionalism.