How to Deal With Negative Reviews
As we explained in this article, reliable customer reviews can boost sales, improve business, and get your name out in a way that no marketing campaign ever could. We even discussed the benefit of negative reviews – having one or two less-than-ideal testimonials sprinkled into your reviews page makes you look more legit, honest, and real.
Of course, most of the magic behind negative reviews actually occurs when it comes to how you deal with them. The right response, and you’ve transformed a potential minefield into a veritable gold mine. So if you are staring down the barrel of fully loaded negative feedback that’s cocked and ready to go off, here are some expert tips on how to diffuse things and even turn the situation around so you come out looking like the hero.
Time is of the Essence
The saying “a day late, a dollar short” certainly applies to negative feedback response. When someone is mad about the less-than-perfect work you did for them, they aren’t going to wait a week to tell people about it. So when you see negative feedback, the time to respond is NOW. Even if you don’t have an immediate solution, a quick reply shows the customer (and potential future customers) that you are on top of the situation, and that you care enough to respond.
If the problem is complex, you can ask the customer to continue the conversation offline for a more in-depth look at the problem. Either way, fast responses ensure that the barrage of negativity towards your company stops after that initial comment.
Of course, you need to know that something was said if you want to respond to it quickly. That’s why any smart contractor is going to keep one eye on the business and the other on social media. All you need is for one person to grumble about your business and not get a response for your reputation to get flushed down the toilet.
There are easy ways to keep tabs on your name being mentioned. Some great tools like Reputology or Social Mention will help you keep track of what others are saying about you, and you can set up a Google Alert to let you know whenever somebody’s talking about your business.
Watch Your Mouth!
Maybe you’re the type of person that when someone insults you, the first thing you want to do is rip them a new one with some harsh words. Don’t do it! Your business’s reputation is at stake here, and the world is watching how you respond. If you need to, take a few minutes before responding to the negative comments. Once you’ve regained some composure, reply to the reviewer with polite, considerate, and respectful words and tone.
Put Your Money Where Your Mouth Is
We all think that our business is the best. But if we’re really honest with ourselves, we know that every company has room for improvement. When someone leaves negative feedback, take it seriously. Consider what they’re saying and see which areas of your business you can improve upon so that you are really giving your customers the best service possible. If you can accomplish this, then you’ve really turned a negative situation into a golden opportunity.
Of course, if someone has really defamed your business or is being antagonistic, some review sites will allow you to request a review removal. If there is profanity, aggressive language, or unnecessary rudeness, a business owner can ask the site to take down that comment. In general though, you want to try as much as you can to deal with the unhappy customer on your own.
What are some of the way you deal with bad reviews?