Learn how to manage a bad review you may have received online. Receiving a bad review about your business can be disheartening and bad for business. In this Quick Tip, John Powers breaks down the 3 most important tips to successfully manage any bad reviews you might have received. The key is to never leave a bad review alone, apologize, and always resolve the issue with the unsatisfied customer. It’s always important that you properly manage your reviews online so that you can maintain your brand image for future and returning customers.
Want a closer look at each tip? We provided the transcript for you below:
Hi, I’m John and welcome to this week’s Reach Beyond quick tip! Today, I want to help you with those negative reviews that we all dread receiving on Google or Yelp. No one likes receiving a bad review, and it can be challenging to deal with one when it happens.
So to help you, I want to share a few successful strategies:
Tip 1. Don’t ignore it or leave it alone. However, you should give it about a day before you respond. It’s natural to feel frustrated or defensive after reading a bad review about your business; by waiting a day, these emotions should have passed and you can write a quality response.
Tip 2. Apologize. This shows that you truly care about your customers and your business. It can be helpful to flat-out take responsibility for the issue by admitting why the situation happened. Admitting the mistake and explaining that you are working on the issue shows that you are proactive and passionate about your business. And perspective clients will see this and realize your business cares about its customers.
Tip 3. Offer a solution and ask them to contact you directly. By responding with this type of comment, it allows you to privately resolve a potential problem with the reviewer. This also shows potential clients that you care about customer satisfaction. Once they contact your business, provide some type of solution to the disgruntled client. Examples include a promotion for the next visit, a refund, a free product of their choice, or even a heartfelt apology-card sent to their address. It all depends on the situation and the solution you find best fitting.
So, if you have any unanswered reviews, now is the time to reply with a quality response! If you have any questions for us please comment below and we will make sure to get back to you. Also, make sure you subscribe so that you never miss any future tips!
Thanks for joining me today, and look out for the next quick tip in two weeks.