A negative online review can be painful and can damage your business financially if they are not handled properly. Follow the advice below to learn how to handle a bad review and keep it from negatively impacting your business.
First, you must understand that bad reviews will occur. When you read a negative review that says bad things about your business on Yelp, Twitter, Facebook or a blog, it can upset you. You work hard to ensure that your customers are satisfied with your services or goods. So a bad review can be painful and hard to deal with. This article will show you why a bad review doesn’t have to be bad and how you can turn a bad review into a positive experience for a disgruntled customer.
When dealing with a negative review, you must not take the review personally. As your company grows, you will be faced with a few bad reviews. Most successful companies will experience a bad review from time to time. If you let a few reviews upset you, you will be unable to handle this when more and more reviews are posted. For example, it can seem bad if you have a few bad reviews and a couple of hundred great reviews. If you don’t know how to handle a negative review and you receive hundreds of bad reviews even though you have tens of thousands of good reviews, it can affect your ability to do business.
Let’s take a look at the five most important things to remember when you receive a bad review.
- The Goods or Services that You Are Offering May Not Be for Everyone
Your business will not help everyone and this is okay. You cannot be the perfect fit for everyone. There will be times when your solution will not work for someone. Most of the time, bad reviews come from customers who find that your goods or services are not right for them.
- Remember that All Reviews Are a Gift to You from Your Customers
Lee Resource International completed a study and found that for every one complaint, another twenty-six remain silent. This negative review can help you determine what changes need to be made to ensure your customers remain happy.
- Bad Reviews Can Be Positive Opportunities
With any business, things can happen. When something bad happens, it can be an opportunity to build a stronger relationship with your customers. Let’s take a look at a service paradox that is explained by two marketing professors- Sundar Bharadwaj and Michael McCollough called the service recovery paradox. This paradox can improve customer satisfaction and loyalty that is even greater than had the issue never occurred. Good customer service is more than eliminating mistakes. It is about leveraging the opportunity that is created from the mistake to develop a deeper and better relationship with a customer.
- Realize that the Customer May Be Dealing with Other Issues
Everyone has a bad day and in those times, we are more likely to lash out at others. A behavioral scientist, Roger Gil, says that lashing out in displaced anger is one way to help manage your stress. If you feel like you are being attacked or you become offended, take a step back and look at the problem from your customer’s point of view. Most of the time, their behaviors have nothing to do with you.
- Sometimes Customers Are Just Jerks
Some customers are simply jerks. Typically, this type of customer:
- Attacks people rather than addressing problems. This can include attacks on your company, your employees, your customers and future customers.
- Are prone to posting non-constructive feedback and use profanity.
- Speak out spitefully.
This type of customer are the ones that no matter what you do, will be unsatisfied. Once you have tried to reach an acceptable solution and the customer continues to complain, it is time to let it go and move forward.