Getting negative online reviews is a sure thing for almost all businesses, but knowing how to deal with these reviews will determine how your business recovers from this. If you let it slide then you will lose potential customers and some current customers.
Don’t ignore bad reviews
If you don’t respond to negative reviews, you will give the impression that you don’t care about what happened, this may even lead to more negative reviews from other people.
When you see a negative review, the first thing to do should be to try and resolve it, don’t get defensive, understand the complaint, and respond appropriately. The idea is to show the disgruntled customer that you take the matter seriously, if you get defensive or go on the offensive, the impact may cause more damage to your public image.
Apologize to the customer and offer to correct the situation.
Contact the customer
Before you comment on the issue, you should take measures to directly contact the customer, be it through email or phone call. If you have no means of contacting the writer, you should comment and acknowledge your missteps and offer a solution.
If you suspect that you are dealing with an illegitimate or defamatory review, you should contact the review site. The review site will go over the review and if it is found to be unfair, it will be removed. But this is dependent on the site’s policies.
Once the problem has been corrected you should leave a comment on the review site, this can work in your favor when the customer acknowledges your efforts to correct the situation.
Encourage your customers to write reviews
One bad review out of let’s say a hundred, won’t cause major damage to your reputation, if you can get as many good reviews as you can, the negative reviews won’t have much power.
The best way to beat bad reviews is to offer your customers the best services you can, if you don’t go out of your way to please your customers, then you will get bad reviews. But remember the world is full of bad people; the question is, what can you do to combat reviewer blackmail?
How to deal with reviewer black mail
Sometimes a customer can use the threat of bad reviews to get you to submit to something, but don’t cave and give in. what you should do is remain calm and never succumb to threats. If you succumb to threats then you are opening a floodgate of scams.
The truth is getting legal reprieve for this kind of thing is not that straight forward and will cost you money. When you receive threats, you should document everything and report it to the review site.
Once you have reported the matter, the review site will take action to ensure that the negative reviews are taken down.
The point here is to try to resolve the situation as professionally as possible, if you are dealing with a reasonable person you should be able to come up with a working solution.