Here's an excerpt from my upcoming book The Ultimate Event Marketing Machine:
Hopefully, all the emails about your event are positive. But there are always a few people that are a little harsh and even sometimes downright offensive in their feedback. As you know, a small number of people complain "just because." You are best served by trying to address every piece of feedback even from unreasonable people.
Here are two quick tips for delivering excellent customer service online despite the negativity:
#1 Step back
It's important to try not to take negative feedback about your event personally. When you organize an event, you're emotionally invested in that event. So, it is always personal to you. But see if you can objectively take their criticism.
The initial response to a harsh email might be to respond with an equal tone. It is just not worth it. Make sure you don't react defensively. Give yourself time to cool down. Then, do the opposite of what most people would do ... use "The Magic Phrase."
#2 "The Magic Phrase"
Use the following phrase to diffuse any harsh feedback about your event. I use this all the time with clients for email complaints.
It works amazingly well:
"Dear (first name): Thank you for your email." Then continue your email in an understanding and appreciative tone. Make sure to acknowledge the reason they are writing to you in your reply. Someone who just wrote you a very harsh email is probably not expecting a thank you response.
I use the "thank you" email all the time to diffuse big customer service issues. Its track-record for turning frowns upside down is impressive, to say the least!
It's amazing how that simple "thank you" approach calms people down. Event patrons – who have submitted a harsh critique – have written back apologizing for their initial email after getting the thank you email.
Make sure you make it about them through positive acknowledgment. Give it a whirl and let me know how it works.
Do you have any fantastic customer service turnaround stories? Please hit reply and let me know.
Want to get more info on event customer service? Check out the articles below: