Online reviews and testimonials can be the bread and butter for businesses. Naturally, you want five stars and raving compliments that showcase your amazing products and services. Unfortunately, there may come a time when someone rates you on the other side of the scale, potentially leaving a scathing remark or unpleasant comment about their interaction with your organization.
In today’s world, reputation management is major, but many companies simply don’t realize they need to act on feedback (both positive and negative!) If you’ve received a bad review, here are some things you can do:
Change Your Frame of Mind
First things first — Not every negative review is necessarily a bad thing. As your business grows, you’ll interact with more and more people, and, as the old saying goes, you can’t please everyone.
Your company won’t be a great fit for every single customer, and that’s okay. It’s important to keep this in mind, rather than letting negative reviews eat you alive. You should also bear in mind that many people stay silent after a bad experience and simply don’t come back. Those customers who take the time to leave you negative reviews are giving you the gift of opportunity so you can see things from their perspective, respond compassionately and make appropriate adjustments.
If your business made a blunder, don’t let the bad review ride without commenting. Apologize for the mistake, and offer your contact information by way of a public reply. This will show other consumers that you’re serious about customer service and willing to go the extra mile to remedy a negative situation.
Don’t Get Defensive
If a review angers you, walk away for a while! It’s probably not going anywhere. Publicly respond to all comments – positive and negative — but don’t employ shaming or defense tactics. Instead, utilize empathy, understanding, and sensitivity to approach the situation.
A great reputation is an excellent start to successful inbound marketing. Zebra Marketing Solutions can help you build a foundation that keeps clients coming to your door. Check out our services, and give us a call when you’re ready to learn more!
For more information on social media and digital marketing, please contact us at www.zebramarketingsolutions.com/contact or book a Complimentary 30 minute Strategy Session by clicking here! You can also like us on Facebook and Twitter for more useful marketing tips!