WHAT TO DO WHEN SLAPPED
WITH NEGATIVE REVIEWS
First of all you need to understand that unless the
review is inaccurate, a fake review, or violates the
policy of the review website in question – you don’t
stand a very good chance of actually getting the review removed.
To start with, you need to keep an eye out for reviews - whether they are positive or negative. But if
you can’t spend the whole day manually monitoring
these website, it’s a good idea to consider using an
online tool like reviewpush.com to help you monitor
the sites automatically.
If you want a free alternative, setting up a Google
Alert will pretty much do the same thing.
Once you have been alerted to a new review, it’s best
if you can respond to it right away, good or bad. When
you respond to positive reviews, it shows that you’re a
gracious business owner who acknowledges the importance of your customers.
But when you are responding to negative reviews
or complaints, you have several options. For example, if a customer felt your business fell short in
some way then you should apologize and promise
to do better.
But you can turn a negative into a positive while
by taking responsibility but also emphasizing how
you’re going to do better next time to balance
things out.
Or you can even engage with the customer and ask
ideas from them. Apologize for any inconvenience
caused and then ask if they have suggestions on
how you can do things better.
Whatever you do, just be polite. The good thing
about responding to negative reviews is that
33% of the reviews are amended and become a
positive review instead when they get a response
from busi