Do you want to know how to deal with bad reviews online? We all do because, well, we all get bad reviews. Small business owners, however, take it more seriously than the big dogs. And it’s totally understandable too because your small business is your baby. You want people to like your baby, right? But the reality is that small businesses will eventually get a bad review. Nowadays, however, reviews are quick and easy to make — and has several avenues, too. Bad reviews are also harsher as people tend to feel braver behind the keyword. So how do you deal with it? In this post, we tell you the top three ways to deal with bad reviews.
Accept and learn
Don’t take it personally. There are varying reasons why you were given a bad review. The reality is that you can’t please everyone. Look at the bad review that was given and think of the different ways you could have ensured it didn’t happen. Was it a late shipping? Damaged product? Services that weren’t delivered up to scratch? Should you have given a refund? Turn the bad review into a teachable moment for yourself and your staff. Find ways to improve your small business instead of sulking and dwelling on the bad review.
Engage the right way
You might be tempted to rant and rave — or swear, even. But it’ll only make things worse. If your first reaction is anger, walk away from the computer and cool off. Gather your thoughts before replying to the bad review. Should you do it publicly or privately? It depends. If it’s a thread on Facebook, then answer through the thread. If it’s something more pressing or complicated, maybe it’s best to take it on private mode. Send them a message or an email to discuss how you can help them. Don’t start a fight online. That’s never a good look.
Bury it with good reviews
For every bad review you get, you also get heaps of good reviews. Encourage your customers to leave you a good review online, either on Facebook or Google. Send them a courtesy email/SMS after they buy your products/services and don’t be afraid to ask. If you don’t ask, you won’t get the review. Sometimes people are just busy and they forget. It’s worth doing a follow up a couple of days later. If you want a longer form of review, it’s worth writing the review yourself and asking your client to approve it. That way it saves them having to sit down and write it themselves.
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Kristyn is the Creative Director of 3C Digital. She is a freelance writer/journalist with over 13 years of experience in the industry both locally and internationally. She has previous experience as TV and radio broadcast journalist as well as print and online writer. Her novels, The Girl Between Two Worlds and The Girl Between Light and Dark, are out now.