I always like seeing a bad review in a website, and then the company responds to that. They say, look I’m really sorry that you had, that we had issues with this, but let’s make it right. I really think that that’s rare.
And I see companies maybe respond to someone saying, hey I’m sorry, but I very rarely see a company saying, hey I’m sorry, but let’s make it right, like, they will do something.
I think little things like that definitely build up trust.
Matt, Ohio
We all make mistakes, and if it is in our personal lives, we tend to own up and try to fix it. But in business, we tend to hide mistakes or gloss over imperfections, as if admitting fault is somehow detrimental to our brands.
Customers know that you are human too, and in most cases, will forgive a minor infraction as long as you do what you can to fix it. It actually builds trust. You are showing that you see them as a human and not only a sales number.
When you promptly address a mishap and go beyond their expectations to solve it, an angry customer could your next brand advocate.