How should I reply to feedback?

It is important to deal with them systematically with a level-head. Feedback can be broken into four categories 

1. Private - Negative;
2. Private - Positive;
3. Public - Negative; and
4. Public - Positive.

These tips will help you respond to feedback and reviews in a way that gets your firm the best result possible.

Public - Negative 

Objectives:

• Show the public you care about good service.
• Start a dialogue.

Actions

1. Acknowledge client concerns, thank the client for raising them.
2. Reaffirm their satisfaction is your top priority.
3. Take it offline.
4. Follow Private Negative reviews protocol.

Public - Positive 

Objectives:

• Show the public you care about good service.
• Reward their effort to leave you a public review.
• Show them that their feedback makes a difference.
• Maximise the likelihood that they refer you more clients.

Actions

1. Thank them for taking the time – restate its importance to you.
2. If it contains constructive criticism:
   • Acknowledge
   • Indicate you’d like to discuss more to perfect their experience
   • Take it offline
3. Send them a small gift as a token of appreciation to brighten their day, with a note that you appreciate their business and that you’d be happy to help them, their friends or their family in future.
4. Record learnings and action systematic improvements/fixes.

Private - Negative 

Objectives

• Identify the root of the client’s concern.
• Co-produce a resolution. 

Actions

1. Call the client. If they don’t pick up, send them an email and arrange a time to call.
2. Play their concern back to them to ensure you understand and/or clarify points of nuance.
3. Collaborate on a solution to their issue.
4. Confirm they are satisfied post-solution.
5. Tell them you appreciate their business and you’d be happy to help them out (or their friends/family) if they have a need.
6. Record learnings and action systematic improvements/fixes

Private - Positive 

Objectives:

• Reward their effort to leave you a public review.
• Show them that their feedback makes a difference.
• Maximise the likelihood that they refer you more clients.

Actions

1. Thank them for taking the time – via email or FirmChecker - restate its importance to you.
2. If it contains constructive criticism:
   • Acknowledge
   • Indicate you’d like to discuss more to perfect their experience
   • Take it offline

3. Send them a small gift as a token of appreciation to brighten their day, with a note that you appreciate their business and that you’d be happy to help them, their friends or their family in future.
4. When you’ve addressed their solution on a systematic level – thank them for their contribution!
5. Record learnings and action systematic improvements/fixes.

What not to do 

There’s one universal rule to responding to feedback and reviews. Don’t get defensive.

It doesn’t matter how wrong the client is, or how much it upsets you, or how many excuses you have. Don’t get defensive, ever.