Don’t Ignore A Bad Review of Your Business
The best way we recommend on how to respond to a bad review example is to meet it head on and try to address the issue straightaway.
Customers who have a grievance generally want to be heard and don’t want to complain in public unless they had previous issues raising an issue that was not addressed correctly.
Our reputation management service works well for these type of occurrences and minimizes the risk of these as we ask for a review straight away. With this method we can then intercept any of these bad issues early on and nip them in the bud before they become a bigger public issue.
As anyone in public relations will tell you it is difficult to put a lid on it once the cat is out of the bag so it is always best to address any issues early before they escalate and they end up becoming a major PR issue for your business.
The Best Approach How to Respond to a Bad Review Example
Generally we find the best approach on how to respond to a bad review example is as follows:
- Always apologize and sympathize with the customer in your response to the negative review. Remember the customer is always right. Acknowledge the customer’s concerns and advise how you are going to address it or look into it.
- Always move the conversation offline try and deal with the issue in person if possible or at least verbally so that there is no ambiguity in email messages for example. This is also important that it is not a public thread like in social media.
- If you have a support team allocate someone senior to address it in person so that the customer has only one person to deal with.
- Don’t let emotion get on the way so always keep it professional and keep your responses to any communications simple to understand and short and sweet.
Positive Outcomes From How to Respond to a Bad Review Example Correctly
Dealing with a bad review effectively can be positive to the team and a reputation learning experience if managed correctly. The outcome could also become a positive marketing response to the bad review if addressed satisfactorily to the customer who may even note this in an amended review advising how you turned it around for them. This can be a major customer relations highlight that any of your new customers would certainly like to know about. Turning around issues into positives is great for customers comfort levels when dealing with a new supplier or service.
If the issue was not resolved satisfactorily for the customer and it has become a bad review in the public the only way to deal with it is to outnumber it with good high quality and very positive reviews.
Customers will understand that issues can arise and the odd issue may occur. What they won’t agree with however is a disproportionate number of bad reviews. So you need to be monitoring these in your business so they don’t become a tipping point of dissatisfaction.
Using Reputation Management Services to Manage Bad Reviews
Our reputation management service looks to capture any bad reviews before they go public and then prioritise them for the best resolution for the customer. Ultimately this is the most effective method how to respond to a bad review example and that we have found works best for everyone.
We capture the bad review before it goes public and ensure the customer’s complaint is addressed promptly. By ensuring the customer is satisfied with the response that you provide these issues are much more easily managed and the best solution is arrived at for everyone. This is certainly the quickest and most cost effective way to deal with these issues. Dealing with a public issue can be very costly and have long term damaging affect to the business so having an effective system in place such as a reputation management system is a very cost effective form of insurance and marketing tool combined.