Remember when one angry customer would rant to a couple of people about their bad experience? Ah, the good old days…
Today, a customer with an ax to grind can deliver that message instantly to a wide audience using social media sites such as Facebook, Twitter and Yelp. Small-business owners who aren’t prepared to respond put themselves at a disadvantage.
Bad reviews are unavoidable, so safeguarding your online reputation is important. It’s been said that one angry customer who speaks up represents 26 angry customers who stayed silent. Instead of seeing it as a negative, this is an opportunity to address the situation and make changes, if necessary.
Sometimes you’re going to encounter customers who you cannot make happy, no matter what you say or do. When that happens, it’s best to make respond politely and just…let it go. If potential customers read the negative review and your appropriate response, they will respect that you addressed the issue.
Whatever you do, don’t respond angrily. Don’t point out the reasons why the customer is wrong, and resist the urge to defend yourself. Genuinely apologize to the customer and let them know that you want to make things right. Then, take the conversation off line and continue the discussion via email or telephone.
Lastly, don’t forget to ask your previous customers to share their positive experiences on social media. Then when someone reads all of the reviews, they will see a mix of the good and the bad (hopefully more good!) and can decide for themselves.