Reviews are important because they provide valuable information about businesses. They also influence consumers’ buying decisions. Sometimes, customers aren’t happy, and they’ll leave negative reviews.
Here are seven steps you should take if you want to fix a bad review.
1. Keep Calm
There’s no need to panic! Stay calm, and try not to react emotionally. Instead, think of ways that you can improve the situation.
Remember, customers do make mistakes as well. Most of them will apologize later if they’re aware of their mistake.
2. Respond Immediately
Once you read or receive a problem review, respond immediately to the reviewer. You may contact them through social media, email, phone calls, or other means you deem fit. Be polite but firm with the response. Don’t just say sorry – explain what happened and how you will change things.
3. Acknowledge Your Mistakes
While acknowledging the mistake might seem like a simple thing, many companies fail to acknowledge their mistakes when they face a negative review. If you realize that something went wrong and the customer was right, admit it in your response.
Explain why you acted inappropriately and assure them that you’ll ensure such problems won’t happen again.
4. Assess Yourself
As a business owner, you’re responsible for everything happening in your store. When a customer complains about anything, assess yourself and see whether you did wrong. Look back at your previous interactions with them.
Were there any issues with your staff or products? Are there any changes that could’ve been made to avoid this problem? These questions help you understand where you went wrong and correct them.
5. Don’t Get Personal
Avoid getting personal with the customer who left a bad review. This shows that you are trying to find faults and not looking for solutions together. Moreover, it also makes you look defensive and irrational, which could further harm your relationship with the customer.
6. Create Positive Reviews
The most effective way to deal with bad reviews is to create positive ones. Customers appreciate when businesses thank them for the positive reviews they leave and show gratitude by responding positively to those who complain. The more responses you get, the higher chance of reversing the trend.
7. Take Customers Seriously
If customers give you negative Google reviews in Delray Beach, take them seriously, analyze them carefully, and determine the necessary course of action. However, when dealing with a positive review, only use it as an opportunity to offer a reward. Reward your loyal customers for being part of your success story.
Get Rid of Negative Google Reviews
So, you’ve heard of the power of good reviews, but maybe you haven’t thought about the impact negative comments have on your business. We know we should all love our clients, but sometimes, negative feedback hurts us more than a good review. For more details about fixing negative reviews, be sure to call us at Hirise Digital.