Online reviews are a great marketing tool for your business. According to BrightLocal’s 2016 survey:
- 92% of consumers read reviews online.
- A growing number of consumers form their opinion of a company after reading just 1-3 reviews (40% in 2016 up from 29% in 2014).
Unfortunately, even if you do everything to prevent a bad review one may still come along. Don’t worry, bad reviews allow you an opportunity show your amazing customer service skills. Some issues may be better solved off-line but for those that can be solved online here are some basic do’s and don’ts.
What Not To Do
Don’t ignore it. Most customers will leave a bad review based on how they were made to feel, not the actual product or service they bought. Ignoring them will only allow those feelings to grow.
Don’t get defensive. This could cause a battle to ensue or worse the customer may stop engaging in conversation at all, leaving you with nothing but that bad review and a nasty reply for all your potential customers to see.
What To Do
Do try to show your company in a positive light. This may be something as simple as saying, “I wanted to reach out to you when I saw your review because it is not a typical experience our customers have with (insert issue). I want to make sure this is not something that is happening to any of our other customers. Can you tell me a little more about your experience?”
Do listen to what they are saying, and take the time to let them vent. You will be able to get all the details while they do this which will allow you more possibilities for correcting the issue.
Do apologize for the incident/issue. Swallow your pride and apologize for the issue in the most genuine manner.
Do thank them. Thank them for bringing the problem to your attention so that you could fix it.
If all goes well the negative review may become a showcase of your great customer service.
BrightLocal: Local Consumer Review Survey 2016