How to Deal With a Bad Review on Google
Almost all businesses know that providing the best customer service for their customers is important to running a sustainable business. However, it is almost impossible to run a business without having a displeased customer. It used to be known that for every unhappy customer you had they would tell 15 other people.
The rules have changed. The web now gives a disgruntled voice a wide selection of thousands of places and endless time to express their comments and feedbacks. Everyone has to do is give a business a bad review on Google Places,Yelp or Facebook or one of the hundreds if not thousands of the directory sites, and that one occurrence can make your business look bad sending customers and possible clients running from your business.
As a business owner when you have bad reviews, your initial reaction is you want to set the record straight. Google gives the business owner a defense space right below the review. How to deal with that rebuttal can mean the difference between getting more clients or not.
It might mean eating a drumstick of crow, but it is worthy to ensure the bad review does not do the harm the author had in mind.
What we did was to admit that a bad situation did happen. In our case, the grievance was about a late delivery. Even though, the client had actually given the wrong address over the phone, we didn’t say that. What we said was that we try to make sure we get right information, but in this case, something had gone wrong. We make an apology to the customer for that.
Then we took the key step to fixing this situation. We provide a significant discount to the customer if they would come back in and give us another chance to prove our competences.
To my knowledge that client never took my customer up on his offer. However, what we accomplished with this kind of rebuttal was a chance to tell other possible clients these things about us.
We are responsive to our clients.
We care enough to answer the protest.
We take accountability for our actions
If things go bad we try to make them correct.
We took the high road in our reply.
The above-mentioned are ways to handle bad review and here is another way:
Make it right with the customer. You must do whatever it takes to get them to turn that negative review into a good one. However, see actually that is the thing. You cannot go in and change your reviews. Once they are there, they will stay there. What you can do is to set foot in and give an updated review. Once you have a happy customer that is what you want to ask them to do; to give a reviewed version of their experience with your business with a new review.
If you are going to be in online business, you really have to make sure of a clean and trusted online reputation. You cannot turn a blind eye, because potential customers are looking for you and searching you. You do not want them to be dealing business with yourrival. How you handle bad reviews is very important to saving your business online.