5 Brilliant Ways to Fix Negative BBB Claims Against Your Business

Poor customer service and complaints can cost a business in abundance. $75 billion a year to be exact.

Reputation is everything when it comes to solidifying your brand in today’s market. That’s why it’s of grave importance to respond to every BBB claim.

Ignoring customer complaints dissuades potential customers from doing business with you. Your business’ rep gets tainted and you lose money as a result. When you face dissatisfaction the right way, you protect your brand.

You build trust with customers and your company distinguishes itself from its competitors. In the long run, your business attracts supporters which results in financial growth. 

If you’re wondering how to respond to a Better Business Bureau complaint, read on. Here’s how to handle BBB claims against your business.

1. Got a BBB Claim? Respond!

The most important step in a Better Business Bureau claim is to respond. Never blindly trust that your customer service or operations are infallible. 

Doing so makes your company look shady. Customers should never go to file a complaint and see other complaints waiting in line with no response. That makes a huge impact on your reputation. 

Answer claims in a swift and professional fashion. American Patriot Getaways reviews is a good example of this. 

2. Recognize the Claim

Regardless of how you feel about your business, it’s important to acknowledge the customer’s experience. 

Address every issue of the complaint with remorse but sift for facts. Respect the emotion in the claim but looks for the facts for where your business failed. 

3. Apologize

Apologizing to the customer for their experience is not an admission of guilt. It’s a way to build rapport to set up a plan for a resolution.

Remember, the customer paid for this bad experience. Regardless of the amount, it’s okay to say, “We’re sorry”. You’re showing remorse for the experience not excusing the facts. 

4. Offer a Respectful Resolution 

Most times, a respectful apology from the company is what customers want. Then there are times when a refund or more may suffice. 

Review the facts. If your company’s at fault, offer a refund right away. Customers value their time. So a quick financial resolution could salvage the relationship. If this is true customer error, refrain from pointing the blame at the customer. 

Present the facts of the situation with respect to clear your company’s name. Then make an attempt to appease the customer. Remember, valued customers keep the lights on.

If they took the time to bring the problem to you, reward them for it. Offer something complimentary as a gesture of gratitude. Offer a thank you for bringing the situation to your attention.

If at all possible, never let a claim cause you to lose a customer or potential customers.   

5. Follow Up

After you follow through with what you promised, make contact with the customer within a few days.

Following up with them takes customer service to the next level. It shows you respect the customer and value your business’s relationship with them. Follow up to add value to the resolution of the claim. 

Handle Your Claims

Your business’ reputation matters and so does every claim against. Don’t allow an unanswered BBB claim be the death of your company.

Be swift to answer each complaint and respectful with your responses. The end result should always be customer satisfaction. 

Want more topics like this? Take a look through our interesting facts for more insightful considerations. 

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