Negative Reviews- How To Turn That Frown Upside Down

The poet John Lydgate said it best:

You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.

Despite your best efforts, every business will experience a dissatisfied customer at some point. An increasing tech-savvy population is turning to the internet to share and weigh in on almost every experience they have as consumers, in most cases, before your business is even aware of it.

Many online platforms like Google and Facebook use location services, which prompt consumers to rate a business in virtually real-time. Once that recommendation is posted, it’s almost impossible to have it removed. You can, however, use it as an opportunity to showcase how your business resolves a negative customer experience.

We’ve put together the following five key things to consider when you are faced with a negative review.

1. Think before you respond – Remember, the adage of two negatives does not make a positive. Potential future customers will be looking for you to acknowledge the concern without blaming or making excuses.
2. Be Apologetic – This goes a long way to defuse things and will show any future readers that you are willing to embrace the concept of “the customer always being right.”
3. Take Responsibility – It’s your business, and everything that happens reflects how people view you. Take ownership, no matter what the circumstance.
4. Be Honest – Insincerity is always transparent.
5. Post a follow-up or Resolution Comment – This is often forgotten but so important. You can ask the original poster if they would mind posting an update or post something yourself, highlighting how you resolved the concern.

So, you see, with some forward-thinking and the application of some excellent customer service skills, those negatives can work in your favour.

Visit our past blog, The Importance of Google Reviews for additional information.