Tips for Addressing Bad Reviews That Can Leave Customers with a Positive Overall Experience
Getting a bad review from time to time is an inevitable part of owning a business. With today’s technology, customers are more able to voice their complaints than ever before.Whereas 20 years ago an unhappy customer would be limited to lodging a complaint with management and perhaps telling a few friends, today’s consumers are able to tell the entire world about their experience with a few taps on a smartphone.
This means that it is more important than ever to address bad reviews and do everything in your power to make it right.It only takes a few bad reviews to start costing your company valuable business, so it is vital to do everything you can to transform these experiences from bad to good.
Face the Issue Head-On
To begin with, if you are the manager or owner of a business and you see a bad review, don’t ignore it and continue with business as usual.While this may seem to be a tempting course of action, keep in mind that other potential customers can see that review, and they certainly won’t be ignoring it.
Face the facts: whether you agree that it is fair or not, your business has left someone with a less-than-perfect impression.Own up to it, and put a plan into place to address the matter.
While it can be tempting to make sure that the Internet knows your side of the story, engaging in petty bickering will only make your business look bad. While it is important that the Internet hear things from your perspective, save that for a situation where you are unable to get the customer to amend his or her complaint.
Instead, reach out to the customer and acknowledge that they are unhappy.Apologize sincerely, and ask them what you can do to make it right. While some people simply like to complain, the vast majority of them already have a remedy in mind, and they will be more amenable to adjusting their review if you have made things right with them.
It is pointless to ask the disgruntled customer how you can set things right if you are not going to follow up and take action.Of course, sometimes a customer may have a request that is simply unreasonable.However, most of the time, this will not be the case: usually the customer will just want to have the kind of experience that he or she expected from the outset.Do what you can to remedy the situation, and then ask if they would consider updating their review.
Getting a poor review is never fun. However, by keeping these tips in mind, you can help move past the situation with a minimal loss of business for your company.