For small businesses, online reviews can be a very scary thing. Though they are useful tools for consumers, they also give customers the power to take down a brand. Even just one bad review can cast a shadow over your reputation and deter potential clients.
It might feel like you have no control over what is said about your brand online, but you do have the opportunity to display your excellent customer service and diffuse the effects of any inflammatory comments. Keep these steps in mind when you come across a bad online review of your business:
- Prevention is better than cure. It might seem obvious, but the best way to prevent bad online reviews is to prevent bad customer experiences from happening. If you are aware of a client who is particularly unhappy, do everything you can to rectify the situation before they take their frustration online.
- Set a Google Alert for your business. If things are being said about your company online, you’ll be notified right away.
- Contact the review site. If you come across a bad review that is factually incorrect, it’s worth it to contact the site and ask if they will remove it. Most won’t unless you have hard proof that the customer’s claim is wrong.
- Realize the difference between a claim that is factually incorrect and an opinion that you don’t agree with. It’s easy to feel defensive about the business that you built, but whether or not you agree with the customer’s complaint, they have a right to be heard.
- Decide if you’re going to deal with the issue publicly or privately. This is a personal choice, but responding to the customer in the same forum allows you to display your excellent customer service.
- ALWAYS remain calm. It’s never a good idea to respond with anger or attempt to argue with a bad review. If you start an argument, people who see the site will automatically side with the customer, making your business look even worse. It might be difficult, but you must respond in a respectful and professional manner.
- Try to put yourself in the customer’s shoes. Though the issue might seem incredibly minor to you, it is clearly a big deal for the reviewer. Don’t disregard the complaint just because you have different priorities.
- Own up to specific mistakes. Did you overbook your services and fail to meet your promised delivery date? Own up to it. While excuses will make you look unprofessional, a brief explanation and admission of your error will show that you’re taking steps to improve your service.
- Have a system of response in place. In case you would have to deal with multiple less-than-great reviews, have a company-wide policy for responses. Consistency and efficiency are key.
- Encourage positive reviews from satisfied customers. This does not mean begging people to write things that will make you look good. If someone is particularly pleased with your service, simply say, “We love getting feedback from our customers, so we always appreciate online reviews of our business.”
- Whatever you do, DO NOT post fake reviews. Most review sites have software in place that tracks businesses who write fake reviews for themselves. You will get caught. You will look stupid.
- See the silver lining. A bad review, devastating as it may be, also adds some authenticity to your business. Companies with perfect 5-star ratings can come across as too good to be true. See the situation as the perfect opportunity to show off your company’s excellent customer service.
Amazing information, thank you for such amazing insights
ReplyDeleteGet Lean Six Sigma Green Belt Certification with HenryHarvin.
Learn from experts and be on top. These courses are taught by industry leaders and upon completion a certification is provided.
Wow What an amazing article thanks FOr sharing this
ReplyDeleteGet Six Sigma Black Belt By HenryHarvin
thanks FOr sharing this Amazing Article.
ReplyDeleteGet Lean Six Sigma Black Belt By HenryHarvin
Gone are the days when individuals use paper guides likewise with the appearance of web you can undoubtedly explore places. It will be incredible assistance.portable power station suppliers
ReplyDeleteWow Great Article Thanks for sharing this Wonderful information
ReplyDeleteLove back Solution Specialist
Vashikaran specialist
Love Vashikaran Specialist
Vashikaran Specialist in India Vashikaran Specialist in Bangalore Vashikaran Specialist in Mumbai Love Vashikaran Specialist in MumbaiBlack magic specialist astrologer
The thing I have faced most difficulty in, Thank you:
ReplyDeletebuy logo design
Thanks for sharing these informative article.
ReplyDeleteKnow about Rabindra Sangeet Oi maloti lota dole | Konthe nilem gan | Kobe ami bahir holam
Ki gabo ami ki shunabo aji | Ogo Dokhino Hawa
Do follow link....
Sustainable Tourism | Short Cut Technique of Interest
Thanks for sharing these informative article.
ReplyDeleteKnow about Rabindra Sangeet Oi maloti lota dole | Konthe nilem gan | Kobe ami bahir holam
Ki gabo ami ki shunabo aji | Ogo Dokhino Hawa
Do follow link....
Sustainable Tourism | Short Cut Technique of Interest
essential for the forced air system fan to work appropriately so legitimate overhauling of the fan and its engine should be possible. China Best Artificial Plants Supplier
ReplyDeleteThis content material is written very well. Your use of formatting when making your factors makes your observations very clear and clean to apprehend. Thank you.
ReplyDeleteLaw Coursework Help
We are Proshred Document Destruction Services, the trusted Document Shredding Service Sydney. Protect your client's confidentiality. Call us on 0412 863 248
ReplyDeleteI like you content thank you for sharing this wonderful content.
ReplyDeleteI like you content thank you for sharing this wonderful content. Vist- https://locksandlockouts.com/
ReplyDeleteI really like this post. Thanks for all the information and helping people. Congratulations on the great work and the truth is that I am going to apply those tips in my company (mejor clinica estetica sevilla) and we will see how it works. Thanks again.
ReplyDeleteFor instance, you are accountable for introducing a new children’s toy. Significantly, everything is ready for the holiday season, so yes you are on the appropriate timeline. team communication guide
ReplyDeleteI really like this post. Thanks for all the information and helping people.
ReplyDeleteI agree that in every negative review, see the situation as the perfect opportunity to show off your company’s excellent customer service. www.successleads.ca/search-engine-optimization.html
ReplyDeletelots of comment spam on this page - Edmonton Internet Marketing
ReplyDeleteThe concept of an accessible playground extends beyond physical accessibility. It also focuses on creating an inclusive and welcoming atmosphere for children of all backgrounds and abilities. In addition to the inclusive play equipment, these playgrounds often incorporate elements of nature, such as sensory gardens and natural materials, to provide a multisensory experience for children.
ReplyDeleteFurthermore, an Accessible Playground may include features like quiet spaces or shaded areas to accommodate children who may be sensitive to noise or sunlight. The layout and design of the playground are carefully planned to ensure that children with different abilities can engage in play together, fostering social interaction and promoting empathy and understanding among all children.
The writing quality of this information is excellent.Commercial Construction in Trivandrum
ReplyDeleteThank you for providing this fantastic article.
ReplyDeleteMakeup Artist in Trivandrum
Great insights on handling negative online reviews! Managing feedback is crucial for any brand, including platforms like tiger bet. Constructive responses to criticism can help build trust and showcase a commitment to improvement. Thanks for the tips on turning challenges into opportunities for growth!"
ReplyDelete