Negative Reviews (and how to handle them)
“Nothing like waking up and reading negative views on your business page,” said no one ever. While it can be hard to get this kind of feedback, today I want to discuss Jonathan Bill’s article on our blog about why those reviews are important and how best to handle them.
If you’re worried about those negative reviews deterring potential customers, know that 95% of people suspect fake reviews if they don’t see any negative ones. We’re all human and anticipate someone may have a negative experience. What does make a difference is seeing someone respond to that negative review in an attentive way. Like having an elephant in the room, bad reviews should not be ignored. Use it as an opportunity to flex those customer service skills and show people that you are present and that you care. Bill writes, “Try to address a negative review transparently and quickly. An honest response is best.”
I encourage you to keep up on your reviews page so that follow up is fast. Ask them their preferred method of contact and the best time to talk with them. Whether it’s through the review or privately, you want to show that you are responsive and care about every experience, not just the good ones.Here are some tips directly from the article:
- Thank every reviewer. This is an absolute must to show that you care and appreciate the time they took to boost your credibility and performance. Gifts or flowers are a nice touch, but there’s no need to spend money; nothing makes an impression like a handwritten thank you note.
- Return the favor. Consider writing a review for your customers. Just like their review of your business can help you, you can also help them. Don’t forget that these reviews can go on your website, as well as business review sites such as Yelp, making them easy for others to see and want to do business with you.
- Monitor, monitor, monitor. Staying on top of reviews and responding to them is important. The last thing you want is for your customer writing the review to feel ignored or like they wasted their time. Respond swiftly to their review and offer more than a like or terse reply. Let them know how you feel about their positive review and how much you care about what you did for them.
Next time you see negative review, be equipped with the skills to handle it professionally and with care. For the full article, click here: How to handle negative reviews – and get more business.