Customer Service Moments: Dealing with Poor Reviews Online
No matter what kind of business you run, it seems as though there's always some source of online reviews to keep your customer service people on their toes. But how should you handle situations when you receive poor online reviews? Here's a quick look at some best practices to consider when you have a poor review show up about your business.
Don't ignore it. Bad reviews are like raw fish - the longer they sit, the more they stink up the place. Try to take time at least on a weekly basis to look over reviews that have shown up about your business. If possible, address them immediately. If a customer points out that someone left a bad review, ask where they found it and take immediate steps to fix the problem.
Assure them that you understand. Even if the customer is being unreasonable, it's important to try to connect with them to resolve the issue. Apologize for the experience they underwent and take some time to get to the heart of the matter and ensure that it's resolved as much as is reasonable.
Invite them to contact you to resolve the situation. This should not happen in the public eye, but through email, chat or phone if possible, or in person if you have a brick-and-mortar location. Make sure to follow up on that contact to ensure that the issue is being addressed in a thoughtful and comprehensive manner.
Don't sink to a bad reviewer's level. Though it's attempting to respond tit for tat, a reviewer who uses bad language, is unreasonable or otherwise is way over the top will look that way to other readers as well. Respond politely to the poor review, apologize for their experience and offer to work with them.
By staying on top of poor online reviews, you can show that your business has stellar customer service and deserves another chance. But what if you're not quite sure how to make changes to ensure that more of your reviews are exceptional instead of awful? AccountRely is here to help. Beyond accounting services, we offer a wide range of business consulting options that will help you take your business to the next level. Please feel free to contact us today to get started.