Turning A Negative Into A Positive

Getting negative reviews S-U-C-K. I don’t get too many. Mainly because I put a lot of work into making sure I DON’T get negative reviews. This includes a complete description of what they’re buying, one-day shipping, a well packaged product and hassle-free returns. But, if anyone who provides a service to the public knows, you’re gonna have people who can’t be denied:

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In all reality, the item was EXACTLY what she ordered. She was upset because it didn’t fit (despite my complete tutorial on measurements).  She could’ve sent it back. She could have asked for a refund. Both options I would have gladly accepted. She just decided to leave a negative comment instead. It’s a free country, I guess she has that right. Thankfully, eBay gives sellers the opportunity to reply to feedback (as shown above). This is a HUGE opportunity to show the consumer community that you care about what buyers think (whether you like it or not).

What you may not know is that it is possible to get a negative review retracted. I just recently did this. It’s a little time consuming but if you’re completely OCD about your feedback score like me, it’s worth it.

First, all you gotta do is screw up somehow. In this instance. I accidentally sent the wrong item to a buyer:

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Can you tell the difference between them? In my haste to ship the item, I didn’t. What can I say? I’m not perfect.

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Unlike some negative comments that are unwarranted, this one was completely legit. This was a mistake I had to make right so I picked up the tab on shipping and sent the quick-to-judge buyer the correct item within hours of finding out my mistake.

Once the smoke cleared and the buyer received their correct item, I sent them a feedback revision request and was granted a reversal from unhappy-to-satisfied buyer:

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While negative reviews suck, they are a way to prove you are different from the rest of the sellers out there. While the initial reaction may be to strike back, the correct reaction is provide excellent customer service and always put the customer first. The benefit of the former far outweigh those of the latter.

It won’t go unnoticed.

 

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