How To Handle Customers Who Leave Bad Reviews
What Can I Do To Correct Bad Reviews Written By Customers?
No doubt you’ve seen examples of unsatisfied customers and business owners going at one another tooth and nail online. If you haven’t here’s a perfect example of how to damage your own reputation! Having the haters focus on you is no picnic, but burning your or your brand’s reputation due to your response is a bit like a self-inflicted gunshot wound. Totally unnecessary.
Sometimes they have a point, sometimes they’re as wrong as wrong can be, but your response ought to be consistent. It serves no purpose to take part in a flaming war, or in any manner respond in the negative. Preferably instead, use these tips to help limit the damage to your brand!
- Don’t delay in responding – This is important. Don’t wait till you’ve put together the perfect response. Dive in, and show the world that you care enough to get right on it! Responses that are delayed for days or (God forbid!) weeks show the world an entirely different picture: one of indifference, incompetence and stupidity.
- Never, never, NEVER reply in kind! – Whatever you do, don’t get into it with them! You will not win, even when you’re dead right. It will cast you as the unpleasant business owner and it will grow like a wildfire right before your eyes. Don’t be that guy!
- Go offline if at all possible – Try to respond once, and then take the conversation to email, IM or phone.
- If you’re too fiery to do this, staff it out! – If you’ve got the type of personality that loves to mix things up with your critics, then you’d be smart to assign this task to a person on staff who is a bit more reserved.
- Don’t delete negative comments – At least initially. If you determine later, that it is not true, and you’ve responded to the initial complaint well, then maybe. Each case is different. Instead, your handling of the matter should elicit enough positive response to drive the comment down or out of view.
- Personalize it – Always respond with your name, no matter who on your staff is dealing with the customer. Also insist on using their name. (Not your version of it!) It will help in making the conversation more personable and less threatening.