Today everything including your business is now opened up to being rated by people who have interacted with your staff or product.
While this can be a great boon for your business fueled by positive reviews, the other edge of the sword is getting that dreaded bad review online that can hurt or hinder sales depending on how you react to that review.
Bad reviews happen even to great companies. In reality to a potential customer not having all “good reviews” makes you look more like a real company.
Here are a few steps to dealing with a bad review:
- Calm down and respond to the negative review in a positive way. One of the best things you can do is respond in a positive way to resolve the issue. This shows others you value your customers and are listening and trying to correct any bad experiences.
- Take the negative feedback as valuable information. The customer is not always right, however chances are there was an opportunity to avoid the situation that caused the negative review to happen. Review this in a positive way and look for ways to prevent it in the future with workflow, attitude or policy changes. Your future customers will thank you for it.
- Offer a discount or free service. Offer to have the customer come back at a discount or for free to try out your product or services again and encourage them to leave another review on how it was a 2nd time around. Instead of looking at this as lost revenue, consider how the 2nd positive review may help further drive sales if you can turn it around.
- Don’t avoid gathering reviews. Too many businesses avoid gathering reviews for the fear of being burned by a negative review. Keep in mind the reviews are going to happen with or without you online and having positive reviews far out weigh having a negative one.