Online customer reviews are essential for small business success. They are the modern, digital equivalent of word-of-mouth advertising. Consumers trust them. According to Constant Contact, 90% of consumers say online reviews influence their buying decisions. With so much at stake, it can be scary when your business is on the receiving end of a negative review.
You may try to control everything about your customer’s experience with your business, but you can’t control what they say about your business online.
Sooner or later, a negative review is bound to happen. When you get one, don’t panic. Instead, use the experience to make your business better.
Don’t Delete Negative Reviews
No matter how well you run your business, it’s completely normal to have unhappy customers now and then. Showing negative reviews lets potential customers know you have nothing to hide. And, it can add more credibility to your positive reviews.
Address Negative Reviews
Address the customer’s issue quickly and publicly. Do so in the same place where the review was posted. This shows the customer and any potential customers that you care about customer service. From there, take the conversation offline. Provide a way for the unhappy customer to connect with you directly, by email or phone. You can get more details on their situation and work out a solution for them outside of the public forum.
Be Polite & Professional
Be polite and professional, even if you feel the review was unfair. Remember, potential customers are watching. You want to leave them with a good impression of your business.
Learn From The Experience
When your business receives a negative review, it’s a good time to reflect on what you’re doing right, and where you could stand to improve. Consider the issues that made the customer unhappy. Look for ways to prevent future customers from having the same negative experience.
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