Now and then all businesses run up against the specter of a negative review or two. It’s only natural that not everyone will be thrilled 100 percent of the time. Obviously that’s what we shoot for, but the fact is that sooner or later you’re going to have to deal with a disappointed customer who has chosen to leave their opinions online.
While it can make us flinch and cry foul, the truth is that you can make a negative review into a positive experience for not only the customer, but for every other person who notices the way you manage your customer service. Here’s a few ways to reach that goal.
5 Tips for turning a negative review into a positive
Resist the instinct to defend yourself - You’ll be sorely tempted to defend your company and staff. Almost every time someone takes this track, it results in a disaster. You’ll never win anyone over by telling them they’re wrong. Preferably look at this as a chance to demonstrate great customer service and win back their business.
Be sure to answer immediately - If you’re wanting to cultivate poor reviews and reputation, make sure you ignore or take forever to respond to customer complaints. It’s a sure way to lose! Set up a Google Alert to monitor mentions of your business on social media so you are aware of any looming issues before they become huge.
Apologize and make amends - Nobody wants to hear a bunch of lame excuses, or even legitimate ones. Offer a sincere apology for their experience, and generously offer a way to make it up to them. Doing so with sincerity will go a long way toward turning them around in your direction.
Be responsible in the eyes of others - If you stand up and own your mistakes, you will gain considerable points in the opinions of anyone who is watching, and that is definitely worth something.
Get more reviews - One of the greatest ways to minimize the consequences of a negative review is by drowning them with way more positive reviews. Constantly make it your business to ask for reviews from your customers, especially regulars who will want to have your back.
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