How to Bounce Back from a Negative Review
It doesn’t always matter how good you are at your job, or how pure your intentions might be – sooner or later, every business faces a negative review. Some of them are honest and necessary to keep us focused on customer service and doing our best. Some are overblown, posted by customers looking for free or discounted goods. Regardless of why we face negativity, it’s best to face it head on, deal with the issues at hand, and look for ways to prevent future problems.
So, what do you do when that one-star review hits your notification box?
Respond Quickly
Too often, businesses will ignore a negative review, choosing not to engage with the customer. While some may think they’re taking the high road, this only looks like an admission of guilt from a consumer standpoint. Deal with the problem immediately. If it’s on social media, respond or comment, but don’t defend yourself just yet. By handling the issue smartly, you may even be able to get the reviewer to delete their post. Comment to let the poster know that you’re sorry to hear about their problem and that you’d like to contact them directly. Take the issue offline.
Contact the Reviewer
Follow-up is crucial here. Send the message or make the phone call you promised in your comment. Before offering discounts or free goods, listen to the customer concerns and put yourself in their shoes. We’ve all been a frustrated customer at some point and can understand the agitation some feel when their expectations aren’t met.
Make it Right
It may be necessary to make some offer to appease your customer, if it won’t put you in dire financial straits. Make an offer that seems reasonable on both sides, again taking into consideration your customer’s frustration. When you feel like you’ve fixed the situation, it may be appropriate to ask that they remove the review. This is a fine line to walk. If they aren’t willing to comply, you can go back to the source of the review, comment that you appreciate the chance to communicate directly and resolve the issue.
Be Proactive
When a customer is angry, they want a chance to vent and blow off steam. If you notice that your customer or client is short with you or becoming agitated, be proactive in asking if there’s something you can do to help them further. In the age of social media, it’s so much better for your business (though maybe not your psyche) to let the customer vent to you directly instead of taking the issue online. You can take an even further step, depending on your industry. I recently had a consultation with a client whose business was prone to negative reviews. The negativity was not based on the quality of their service, but due to wait time in their office. I recommended setting up an auto-email or auto-text option for clients leaving their office. If an angry client receives a message asking for information about their visit before they even get home, they’ll be more likely to send a response directly to the office. My plan was for the client’s inbox to bear the brunt of client frustration, allowing customers to get most of their anger out before they hit social media. Of course, this plan is best implemented by also changing office policies and seeing clients on time.
Use The Information
The most foolish thing you can do after a negative review is to ignore the feedback. Whether this is your first complaint or one you’ve faced a few times, it’s great to have any information that can help improve your business. Stay positive, and use it as a tool to keep building the best company you can. Your future customers will reap the benefits, and so will you.