No matter how much effort you put into your business and do everything right, there will still be people that won’t like your idea. In today’s world, it’s easier than ever to give a negative review because of the internet. Through social media and review websites, you can post a review at any time, anywhere.
At some point, you’re bound to face a negative review. Those reviews don’t have to be the end of your business if you don’t let them. It’s all in how you handle them and move forward.
Don’t fall victim to a negative review. Use the following seven tips from Corporate Business Solutions Consultants to stay on top of negative reviews and not let them affect your business.
Always be Professional and Courteous
There’s a reason for the negative review. Even if you did everything you could to keep the customer happy (and even if you were in the right), it’s important to remain courteous and professional at all time, because there is a reason why that person posted the review. Responding negatively will only worsen the situation. By responding professionally, you can use the online publicity to your advantage.
With a negative review, don’t ignore them, it’ll only look worse on your part. Respond promptly. Even if you don’t have the time to fully assess the review, at least reply as quickly as possible that someone will be in contact, or provide your contact information. It will at least show that you’ve taken the time to read the review.
Provide Contact Information
That being said, you should always provide the review with a contact so that you can take the matter privately. Diving into the negative review online isn’t always the best idea. By giving a phone number or email to the person, it opens up a new line of communication to solve the issue.
Remove Any False Reviews
False reviews do happen. Whether it’s from a disgruntled employee, a competitor, or someone who was paid to write the review, false and misleading reviews do happen, and you can request to have them taken down.
Listen to the Customer
In many circumstances, frustrated customers are those who feel like they haven’t been heard. Poor customer service skills can lead to negative reviews. Take the time to listen to the customer and their needs. Show that you are listening to them by responding to their complaint before offering a solution.
Use it to Improve
As noted, there is a reason why the customer posted a negative review. After responding to it and finding a solution, use the complaint as a way to improve your business. One way to really show that you care and that you listen to your customers is by considering their complaint.
Don’t Fall Victim to “Trolls”
Have you heard of “internet trolls?” These are those who purposely causes a scene or issue on the internet for entertainment. Usually, when an internet troll posts a negative review or comment, there isn’t a reason behind it. Don’t fall victim to internet trolls, as they tend to flare up emotions.
To combat negative reviews, rise above and remain professional at all times. Use the review to your advantage by being courtesy online, listening to the customer, and using the complaint to reflect on your business.