What To Do When Receiving A Bad Review

It can be detrimental to your business if you receive negative online reviews. It is becoming more important than ever before for businesses to pay attention to what customers are saying about them on social media and online review websites due to the increasing popularity of social media.

The good news is that, even if negative online reviews occur, that does not necessarily result in loss of business like complaints made in person. In fact, they can be viewed as an opportunity to improve customer service. From using reputation management services to good communication with your customers, you can turn bad reviews into positive ones. Let’s look at how to deal with them below:

Respond Quickly

The online world operates around the clock and people expect to receive a quick response when they request it. As soon as a negative review appears, you must act quickly to avoid it escalating and attracting more potential customers to your brand.

Keep It Professional And Polite

If someone gives you a negative review, don’t react personally. Please handle the issue in a polite and professional manner. Don’t point the finger at other people or make excuses.

Handle The Issue Offline

Offer to deal with the issue in an off-line fashion, out of the public eye, when you acknowledge the problem. Let the person know where to find your contact info or email so that you can discuss the issue further.

You can then use the review website to put up a public comment outlining the agreed conclusion as soon as you have been able to resolve the issue.

Remove Or Request Removal Of Misleading Or False Reviews

You need to remove fake and misleading reviews if you know of them. An example of a misleading review that you should remove would be one that is written by any of the following.

The Competition and Consumer Act 2010 gives businesses and review platforms the power to remove fake reviews. Failing to do so could lead them to breach the law.

There is no harm in asking for reviews to be removed (or to remove them from your own website or Facebook page), but this is not the same as asking for them to be removed. There is nothing wrong with being negative here and there, even though social media is all about building relationships. Some examples include:

Keeping your personal relationship a secret from family or friends
In a competitive market
An unqualified reviewer who paid to write it
You or someone on your staff

Encourage Customers To Write Reviews

As a business owner, you can ask happy customers to write reviews if they are happy with your product or service. However, you need to be careful not to sway them into only writing positive reviews.

You can improve customer reviews online by:

Review sites: understanding how they operate
You can track mentions of your business by registering with Google Alerts
Review sites, especially those specific to your industry, provide alerts when a review is posted
Providing details on how your customers can post a review so they are aware you are listed on review sites
Your staff should receive reviews

This guide should help you when dealing with bad reviews. Do you have any other tips that could help? Please share them in the comments below.

James says:

October 14, 2021 at 3:59 pm

You need to try to understand yourself, and not hold a grudge against the one who made it! After all, by concentrating a lot of energy on the negative, you will not win! You need to smog on the front and make some adjustments thanks to which this situation will no longer arise!