With reviews encouraged by businesses, it’s all wonderful if they’re positive but what happens when you get a bad review. Do you ignore it, or maybe even delete it if you can?
Here’s the thing, a review based on an experience with your company is a subjective one. What one person views as an amazing service another might think it average. That’s life. However, if you get a review that is truly negative, what should you do?
The Offline Complaint
For now, let’s look at how you’d handle someone standing in your shop complaining. What do you do? You handle it. And how you handle the complaint will be down to what the complaint is and what you can do to resolve the situation.
Now just imagine what would happen if that same person stood in your shop and complained but you chose to ignore them. What’s the chances that they end up becoming far angrier? By ignoring them you’ve just escalated the situation.
The same applies online!
The Online Complaint
Regardless of whether you get a positive or negative review online, it requires a response. And while a positive one is easier to respond to, you didn’t get to be a business owner without having some skills when dealing with customers.
Something to remember is, we are all entitled to our own opinion and sometimes in some situations our opinion might seem unreasonable to others. Even if you think the online review is unreasonable, your response should always begin with “We’re sorry you’ve had that experience…” and followed up with a non-emotive response.
Always remember others will see your interactions which is why when online your stellar customer service skills need to be seen.
And lastly, it can sometime hurt, particularly if you are a small business owner, to see a negative review that seems unreasonable. Rather than answer when feeling that hurt, step away from the screen, go get yourself a coffee, chat to someone, then straighten your shoulders, smile (believe me it works) then and only then, sit down and write a response that you can be proud to stand over.
To your success!