There’s nothing worse than putting all your effort into something and then getting heavily criticized for it. In these situations I would put “my temper” in the top 5 easiest things to lose, right next to “my keys”, and “my left sock”. However, when it comes to your business, and your brand, that’s the last thing you want to lose. So here’s some tips for things you want to avoid doing when you receive a negative review of your business.
Don’t email the reviewer
At least not immediately. Give yourself time to soak in what the reviewer is saying about your business and take it as constructive criticism. Time and time again you read stories of reviewers receiving caustic emails from angry merchants, and this never ends well for the merchant. The best response is to reply to the review directly in the public forum, let everyone that reads the review see that you’re willing to work with customers that may have had a bad experience. Spin the negative review into a positive outcome.
Don’t blame the reviewer
Sure it may seem odd for the customer to order a cheese pizza without cheese. However, blaming the customer will just give you a bad reputation. Instead focus on the main issue that the reviewer is complaining about, and see what you can do to fix it. Unfortunately though, sometimes there is nothing to fix, you just made a mistake. Which leads to my next point.
Don’t be afraid to admit you’re wrong
Probably one of the hardest things to do. We’re all human and no one expects you to be perfect, mistakes happen. Admitting when you’ve been wrong or made a mistake is an admirable trait. Be willing to admit when you, or your business has made a mistake, and be sincere about it. Offer them a free cheese-less pizza as an apology, bring the customer back into your business and do your best to make sure they’ve had a positive experience.
Don’t do anything
Now this last point doesn’t apply to every review, in fact probably doesn’t apply to most reviews, but I want to mention it anyway. It’s like what your mother said to you about the bully at school “just ignore him and he’ll leave you alone”. Sometimes the reviewer could just be a troll, if your site is doing well on review sites like Yelp, then a review out of left field is posted ripe with personal attacks, it’s likely this person is a troll. The best solution is to ignore them. Most people can tell when a reviewer is being a troll and will likely do the same.
I’ve listed out four “don’ts” but hopefully the message is clear. Losing your temper, especially in a public forum, could wreak havoc on your brand. So before you start putting words to paper, make sure you’re calm, read it twice before sending, and ask yourself “Is this the kind of message I would want to receive?”
Michael Baaske is the Digital Product Coordinator at PowerSites® who has received a bad review or two. PowerSites® is an all inclusive website-hosting, creation, and marketing solution that helps local businesses establish their brand, drive leads, and track success. PowerSites® is a leading resource in print, online and mobile for hyperlocal advertising, and brand management with our Business Directory Listings.