Bad Reviews Putting Your Business on Blast?
Follow these simple tips to turn a negative review into a golden opportunity!
FIRST: Understand Why
Today's small businesses depend on online reviews to get them discovered and chosen. But that doesn't mean they're always good.
Customers leave negative reviews because ...
They want to inform you of where you fell short so you can improve in the future.
They feel wronged and want some form of compensation for their trouble.
They want to help other potential customers get the most out of their choices.
CORRECT
You're right, this statement is TRUE!
Negative reviews create a healthy balance and show your business reviews can be trusted. More importantly, negative reviews gives you the opportunity to learn, correct and grow.
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INCORRECT
Sorry, this statement is NOT FALSE.
We know it sounds crazy, but negative reviews create a healthy balance and show your business reviews can be trusted. More importantly, negative reviews gives you the opportunity to learn, correct and grow.
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SECOND:
Apologize Sincerely
Acknowledge the issue and apologize, even if you think the customer is wrong. Try something like:
"I'm sorry to hear about your bad experience."
"Oh, no! This isn't what we like to hear."
"We hate that we missed the mark for you."
THIRD:
Make It Private
Provide your direct contact information or move the conversation out of the public comments on social media into direct messaging.
The goal is to figure out the best solution without the world seeing the gritty details, plus you can add a personal touch.
INCORRECT
Sorry, this statement is NOT TRUE.
Fighting the urge to delete negative reviews is tough, but you have to do it! These reviews give you the opportunity to learn and correct. Always do your best to rectify the issue. Even if that customer doesn't respond positively (or at all), your current and potential customers can see your effort.
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CORRECT
You're right, this statement is FALSE!
Negative reviews give you the opportunity to learn and correct. Always do your best to reply to the concern and rectify the issue. Even if that customer does respond positively (or at all), your current and potential customers can see your effort.
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