information if you’re running a business online since you don’t have a physical location to visit where they can check you out for themselves.
So how should you handle unfavorable or even hostile online reviews? Just ignore them and hope that doing a good job will be rewarded in the end?
No, this is what you absolutely should not do. In my situation, I took the opportunity to engage a PR tactic of addressing the review head on. I even appealed to the company for which the bad review was intended, which worked out favorably.
When it happens to you, know that as long as the site hosting the review allows you to respond, you should do so, and as quickly as possible after the review appears.
Here are some tips on how to answer those less-than-glowing reviews from past customers.
When you get a bad review, you should confront its content but not the reviewer. Never let it get personal. Address the complaint directly and explain what went wrong (if anything did) and promise that you’ll do everything in your power to make sure such a problem never arises again.
If a negative review is particularly nasty you should still respond, but in those cases, a simple, straightforward apology is probably the best approach.
In instances of racist feedback on Yelp, Google+ and other rating platforms, you should promptly report them so that they’re reviewed and removed. Conducting yourself with dignity will make the best impression possible in these circumstances.
You want to provide answers and explanations, but even if you think a review is unfair or over-the-top, your responses should not be aggressive, accusatory or overly detailed. Stay calm, be direct, keep it brief and stay on point, in a conversational and friendly tone.
Instead of defensiveness, you should exude confidence. It will help convey the message that you’re on top of things and unlikely to make the same mistake twice.
Occasionally you may run across a reviewer with an axe to grind. But in instances when negative reviews meant something did go wrong in your interactions with a customer, you must be ready to accept responsibility for that. The customer may not always be right, but they should always be taken seriously, and if you can’t find a way to admit culpability you won’t be able to learn anything new or helpful.
Rather than being offended, you should see negative reviews as vital feedback that offer opportunities to improve your customer service and overall business performance—because that’s exactly what they are.
Talk about negative reviews with staff and employees to see if you can get to the bottom of what occurred. Try to identify any specific incidents or situations that led to conflict or
