A negative online review can be distressing and potentially damaging for a small business. Here’s what to do when it happens to you. There’s nothing worse than looking online and finding that a disgruntled customer has written a bad Google or social media review about your business.
A bad review can be worrying for a business owner, and with good reason. A survey of hundreds of Australian shoppers found 98% of Australians read online reviews before they make a purchase, and 94% believe them to be trustworthy.
The good news is there’s lots you can do to counter bad online reviews. Here’s some top tips on how to handle them.
1. RESPOND PROMPTLY
Aim to address negative reviews within 24 hours. A timely response demonstrates your attentiveness and a commitment to customer satisfaction.
Make sure your reply is factual and devoid of emotional language to maintain professionalism.
2. EMPATHISE & APOLOGISE
Acknowledge the customer’s feelings and apologise for their negative experience. This approach shows empathy and a willingness to address their concerns, fostering goodwill.
3. INVESTIGATE & CLARIFY
Seek specific details about the incident to understand the root cause of the complaint. Asking questions helps in identifying areas for improvement and demonstrates a genuine interest in resolving the issue.
4. OFFER SOLUTIONS, AND TAKE THE CONVERSATION OFFLINE
Propose actionable solutions to rectify the situation, and invite the customer to discuss the matter privately. This approach prevents public escalation and shows a commitment to resolving issues personally.
5. ENCOURAGE POSITIVE REVIEWS
After resolving the issue, encourage satisfied customers to share their positive experiences. A higher number of positive reviews can mitigate the impact of occasional negative ones.
6. MONITOR & LEARN FROM FEEDBACK
Regularly monitor your reviews to identify recurring issues and areas for improvement. Constructive criticism can provide valuable insights into your customer expectations and help enhance your services and business offerings.
By implementing these strategies, your business can effectively transform negative reviews into opportunities for growth and demonstrate a steadfast commitment to customer satisfaction.
