Customer feedback for Amazon sales can be both a blessing and a curse. While feedback is one of the most important ways Amazon sellers manage their reputations and earn more sales, it also turns your inbox into a Schrodinger’s Cat situation: until you open your email, you don’t know if the feedback is glowing or filled with negative replies.
Anxiety from the Unknown
If you experience anxiety from the possibility that feedback might be awful, you aren’t alone. Psychology Today calls this “anticipatory anxiety”, and describes it perfectly as the feeling that a person experiences when they don’t know what to expect. If you’ve ever had the unpleasant experience of dealing with negative feedback before, you probably dread the thought of mixing with a disappointed, or worse, angry,
But there are some very easy ways to banish feedback anxiety for good. By being proactive and managing your feedback from the very beginning with
Before you even get feedback or make a sale, there is a step that you can take to preempt negative feedback. Amazon makes it notoriously difficult for buyers to find seller information, especially on FBA products. The number one thing you can do to stop negative feedback in its tracks is to be proactive.
Ask your buyers to contact you using Amazon Messaging System if anything is unsatisfactory.
This step isn’t a solicitation for feedback; it comes before that. This step is an olive branch that you extend to your customers, proactively informing them that you want to help if anything goes wrong. If customers can contact you to fix an issue before they leave feedback, the chance that their feedback will be positive increases exponentially.
Reach Out More
It might sound counterintuitive, but if you focus on soliciting more feedback, you will find that you get more positive feedback. Why? Because leaving feedback takes effort. Only customers who have a need to connect (generally, those who are unhappy) will choose to leave feedback. The rest are those who have been reminded by a solicitation email, or by a prompt when they log back in to Amazon.
Most of your buyers are probably going to fall outside of these two types of feedback suppliers. In fact, the White House Office of Consumer Affairs reports that for every single customer who leaves negative feedback, there are more than two dozen customers who choose not to leave any feedback at all.
Statistically, that’s a whole lot of good feedback you’re missing out on! Reaching out more often, and in more effective ways, doesn’t have to be hard. When you use a feedback and review software such as we offer here at FeedbackEmails.com, this step is even easier.
Make a Response Plan
Have you ever noticed that nearly every business that operates a brick and mortar store has fire drills? Besides being legally mandated for some industries, these practices are in place because business owners know that the best way to handle an emergency is to have a plan in place.
Consider the standard operating procedures followed by staff in an emergency room. When an injured person comes in to the ER, the first step is to assess the situation by asking questions, inspecting the problem, and providing any life-saving care right away. After those steps have been taken, the doctor can begin an exam and decide upon the best course of treatment.
The best way to handle negative feedback when it does come is to already have a standard operating procedure in place. This isn’t the ultimate treatment for solving the issue, but rather the initial response that you put into place every time. The first step is to assess the situation. First decide if the feedback is even applicable (some feedback may not be allowed by Amazon’s system, and can be removed within the first 48 hours if you request it). Then, categorize the problem. Is the primary concern the product, or the service?
Finally, perform any immediate action that needs to be taken. Are refunds or replacements in order? Do you need to follow up with an email to the customer? Is there an issue with the product that you need to address to prevent more bad feedback from other customers?
After you’ve gone through your initial assessment and standard operating procedure, then you can address the issue in more depth, discerning if the feedback requires more action on your part.
Workplace anxiety is one of the most common ailments among workers in today’s world, but one of the key benefits of being an Amazon seller is banishing those feelings. Working for yourself is supposed to enrich your life, not make it worse! By being proactive about customer service, reaching out to more buyers for more feedback, and putting an initial plan for response into place, you can get rid of the feedback fear.
All of these steps can be better accomplished when you are using the right software to manage your feedback. It’s difficult to take the necessary action, or to focus on reaching out to more buyers, more consistently, if you have to do it all manually. By using a software like FeedbackEmails, you can automate a large part of the process, making it even easier to get rid of the anxiety and love your Amazon sales business again.