How to deal with customer complaints?

Start by understanding who your reviewers are and why they're writing their reviews. This will give you clarity, showing you how to respond. If they're unhappy, make things right. If they're misguided, share the facts. If they're abusive, monitor but do not engage with their complaints.

Common ways to handle customer complaints?

Common approaches include: Apologizing and owning mistakes, take the conversation offline, look for a win/win solution to the customer's problem. While these are common approaches to customer complaints, they're not always the best.

What are the 5 steps to handling a customer complaint?

Here are several approaches you can take: Ask for more information. Gather intel from customers. Apologize and look for opportunities to make things right. Offer incentives to compensate customers for the loss of their time and money. Ask customers for feedback or updates to their review.

What is the best way to respond to a customer complaint?

Here are some actionable steps you can take to respond to your customer complaints. (1.) Listen to your reviewer, (2.) be transparent, (3.) cite your sources, (4.) be timely, (5.) watch your tone, (6.) offer next steps, (7.) escalate to management, (8.) apply the 80/20 rule.

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Case Study: US Storage Centers Is Using Reviews To Edge Out Competitors

May 13, 2019

US Storage Centers CMO Jason Lopez understands the marketing power of customer reviews. With over 120 locations nationwide, they are far from the smallest, but they compete with massive storage companies every day for their next customer and know that how a prospective customer sees their brand online is incredibly important.

“All of our competitors are super sharp. They’re good at what they do and I have a lot of respect for them. So to compete in this market—sometimes against companies that are 5x larger than us—we need our online reputation to stand out.”
Jason Lopez, CMO, US Storage Centers

As a result of using GatherUp to gather, manage, and market their customer’s experience, US Storage Centers has achieved the results they needed… driving Google reviews up over 167% to reach over 31,000 total reviews for the brand. Additionally, GatherUp helped tens of thousands of customers provide direct feedback and 1st-party reviews to US Storage Centers.

More Than Reviews, A Customer Connection

While generating online reviews shows up on the surface when using GatherUp, Jason has realized the biggest value is in having a strategy to improve, connect, and interact with your customers.

“GatherUp has greatly impacted our ability to respond to our customers,” Jason says. “For example, if we see that someone has given us a low rating—a seven or an eight out of ten—we’re able to get in front of them quickly and try to understand and resolve the problem.”
Jason Lopez, CMO, US Storage Centers

To meet customer experience, feedback, and online review challenges US Storage Systems used GatherUp to:

Quickly launch a short, impactful post-experience survey and review request
Capture both 1st-party and 3rd-party reviews for insight and online marketing
Monitor 3rd-party review sites for new reviews
Display review content on local store pages to boost SEO, social proof and obtain review rich snippets using our Review Widget

Review display widget — Review ratings display on every US Storage location page.

Review widget — One click lets you read the review and rating from each customer.

Service Drives US Storage Centers And GatherUp

In the case study, Jason hits upon an important fact we see across most reviews.

“Our market is very price sensitive. However, we quickly realized that you almost never find a five-star review that focuses on price — it’s almost always about service.”
Jason Lopez, CMO, US Storage Centers

Service is paramount and we understand that at GatherUp. While we have amazing technology, we know that it’s customer service (you’ll see that in our own reviews) that really creates a successful partnership.

“The people at GatherUp are authentic, open, and responsive. They’ve got a process and their approach is to help other people do business better. I appreciate that.”
Jason Lopez, CMO, US Storage Centers

Download The Case Study

Here is the full case study for US Storage Centers and GatherUp. You can also access previous case studies and ebooks on our downloads page.

Download the Case Study now (PDF)

Aaron Weiche

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