How Not to Handle Reviews
A negative review left unanswered can be damaging to your reputation and customers have an expectation that negative reviews will be responded to.
Business owners need to take control and manage their reputation online in order to succeed offline.
Why is Reputation Management Important?
Prior to any campaign, if your reviews are not overwhelming positive (4 star and above), it’s worth while to address this and solicit positive reviews and address any negative reviews.
It’s hard not to take a negative review personally, but simply addressing it immediately and professionally, can go a long way to showing new customers that you care.
Most importantly, NEVER attack the customer.
How Do I Handle a Negative Review?
Step #2: Evaluate the situation. Is there any truth to it?
Step #3: Respond back to the customer politely and professionally, while addressing their concerns
Step #4: Thank them for taking the time to share their review.
A good response goes a long way to handling a negative review.
How Do I Get More Positive Reviews?
A simple solution to this is to encourage your customers to leave you a review as part of your customer service. A happy customer encouraged to leave a review will be more likely to provide you with the 5 star review you are looking for.