image of tausif akram By: Amby
9 Jan 2015

The Proactive Way to React to Negative User Reviews

These days, there is no denying the power of one single review—negative or positive. Yelp ratings are the deciding factor for so many diners that a one-star review can close down a restaurant while a four-star review can put a small diner on the map.

Customers have more control now over the customer experience, and that’s exactly how it should be!

Remember that you would not have a business if people weren’t there to give you money in exchange for goods or services. Whoever you are, and whatever you do, putting customer experience as a high priority is the “secret” behind every successful business.

Here are some ways to be proactive and avoid getting the negative reviews that can cripple your business… maybe even earning the positive reviews that can bring you, new customers!

  • Screen employees carefully, choosing the workers who will go above and beyond to maintain the principles of your brand
  • Ensure that management maintains high levels of control over providing customers with a positive experience.
  • Respond to reviews published online—both positive and negative. Apologize to upset reviewers and offer a solution. Other users will be able to tell if a bad review is just a difficult person. Also, thank positive reviewers for their patronage and give a sincere compliment.

However, even with an emphasis on quality… some customers are just difficult. No matter what you do, they are unhappy. If an apology and solution do not help, there are basically two ways you can react: the right way, or the wrong way.

  • Do take note of the customer feedback. It matters.
  • Do not let it ruin the way you do business unless it is a complaint you receive often. In that case, listen to what your customers are saying and change the way you do business.
  • Do continue the conversation publically, if that is what it takes to communicate with this upset customer. As long as you are in the right, others can publically see the effort you put into providing a positive customer experience. In the end, it’s not about “winning or losing”… but this communication may also lead to more exposure to new customers.
  • Do not delete negative comments. This is literally the worst thing you can do.

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