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How to deal with “worst online review” on your local business listing?

Had this ever happen to your business? Got a severely critical review from a customer on your local business listing? Let us tell you how to deal them.

Definitely, YES.  Every business faces this crucial moment. You may sometime get one star rating and by the time it’s very difficult to change the mentality of the frustrated customer that gave a single star rating. It takes a lot of time and resources. But it doesn’t have to ruin your day or your company’s brand value.

We’ll tell you how to deal with the “worst online review” received on your local business listing, and turn it into an example of your great customer service. Let them know how you value your customers.

Follow these steps to recover your business from a terrible negative review.

Apologize

The moment you receive negative review, without thinking for a while, apologize them right away. Tell the customer that you’ll look into the problem and won’t be experienced in future.

Never solve the customer issue right away

Of course you might be angry and in hurry to get the things working on the negative review. But at the same time you don’t want to make things worse.  Write down you initial thoughts on how to solve the customer’s issue but don’t send it. Let other people read it before you send.

Ignore the argumenting words like “we will try” or “but”

These words create a negative image for everything happened. It resembles that you are not accepting that it’s your fault and this annoys customer. For example, “We’re really sorry for your bad experience, but our service was good enough.”

Or saying, “We’ll try resolving your complaint.” The word try makes customer think that their issue won’t be solved ever.

Always be honest

It’s pretty necessary to be honest with your services. If you think that your service is really bad, you must think of a great improvement. If 1 out of 100 customers are unhappy with your service, it’s OK that he/she didn’t like your service particularly. But 50 out of 100 say the same bad review, your service or business needs an improvement.

Always behave professionally

Always ask unsatisfied customer what you can do to make things better as a part of apology. Give them the first chance to share their concerns. If they ask for something not possible for you, let them know and offer them with your compromising plan.

For example, “we don’t think that could do fair to us, would you accept this (XYZ)?

See Also: 3 most important factors that could protect your business reputation online

In a nutshell…

Customers complain or place a bad review on your business because they feel that they have been ignored or cheated with your bad or poor services. Once you get the poor reviews, make them feel that you are very much concerned about the bad experience and you will solve it for better relations in future.

So whenever your business receives any bad reviews, however worst it may be, just one thing to remember, “Never freak out!”

Had this ever happen to your business? Got a severely critical review from a customer on your local business listing? Let us tell you how to deal them.

Definitely, YES.  Every business faces this crucial moment. You may sometime get one star rating and by the time it’s very difficult to change the mentality of the frustrated customer that gave a single star rating. It takes a lot of time and resources. But it doesn’t have to ruin your day or your company’s brand value.

We’ll tell you how to deal with the “worst online review” received on your local business listing, and turn it into an example of your great customer service. Let them know how you value your customers.

Follow these steps to recover your business from a terrible negative review.

Apologize

The moment you receive negative review, without thinking for a while, apologize them right away. Tell the customer that you’ll look into the problem and won’t be experienced in future.

Never solve the customer issue right away

Of course you might be angry and in hurry to get the things working on the negative review. But at the same time you don’t want to make things worse.  Write down you initial thoughts on how to solve the customer’s issue but don’t send it. Let other people read it before you send.

Ignore the argumenting words like “we will try” or “but”

These words create a negative image for everything happened. It resembles that you are not accepting that it’s your fault and this annoys customer. For example, “We’re really sorry for your bad experience, but our service was good enough.”

Or saying, “We’ll try resolving your complaint.” The word try makes customer think that their issue won’t be solved ever.

Always be honest

It’s pretty necessary to be honest with your services. If you think that your service is really bad, you must think of a great improvement. If 1 out of 100 customers are unhappy with your service, it’s OK that he/she didn’t like your service particularly. But 50 out of 100 say the same bad review, your service or business needs an improvement.

Always behave professionally

Always ask unsatisfied customer what you can do to make things better as a part of apology. Give them the first chance to share their concerns. If they ask for something not possible for you, let them know and offer them with your compromising plan.

For example, “we don’t think that could do fair to us, would you accept this (XYZ)?

See Also: 3 most important factors that could protect your business reputation online

In a nutshell…

Customers complain or place a bad review on your business because they feel that they have been ignored or cheated with your bad or poor services. Once you get the poor reviews, make them feel that you are very much concerned about the bad experience and you will solve it for better relations in future.

So whenever your business receives any bad reviews, however worst it may be, just one thing to remember, “Never freak out!”