Protecting Your Online Reputation
While you can’t make everyone happy all of the time, you can make most of your customers/clients happy most of the time, one of you will make a mistake and ultimately someone will leave with bad feelings. There are a number of things you can do in this situation when you’ve been on the receiving end of a bad review. Here’s a tip: throwing a fit is the wrong answer.
1) Try talking to the complainant
If everything worked in a perfect world, then you would never have any bad reviews or unhappy customers ever, but sorry to say, it will happen eventually. In almost every case where an author of a bad review was asked why they chose to write it, it was after they tried contacting, or dealing with the company directly. The black mark only came to exist once those avenues were exhausted, so if you have someone on the phone with a complaint, or someone at your door with a grievance, it’s in your businesses best interest to deal with it as quickly and promptly as possible.
2) Sleep on it
If you’ve managed to miss the window of opportunity to deal with the customer before they air their dirty laundry on the internet, the best thing you can do for yourself, and for your business is to do nothing. At least at first, once you read or hear of a scathing review, it’s human nature to want to lash out to protect yourself and your interests. It’s a normal response and one that you don’t need to fret about having, but it’s the wrong response. In the online world of word of mouth, those who fire the first shot often win. Consumers usually side with the reviewer, who is often perceived as the “nothing-to-gain” victim facing a profit-focused business owner. While consumers expect local businesses to show a more personal side in how they speak with customers, there is little sympathy for defensive and unprofessional responses. So sleep on the review, send the author an email or private message if possible, and attempt to correct what ever the issue was. You may find that by taking the time to calmly address the complaint, that the review becomes modified to reflect your attempts at correction, or even disappears altogether.
3) Wait and see
If you’ve attempted to correct the issue with the services provided which made your customer/client so upset, and had no success, the next available action for you to resort to is to wait and see what the public does. Community review sites like Yelp, allow businesses to post their own version of events relating to a review, so it gives you a window of opportunity to share your side of the story. Because every business has had one of them: that obnoxious customer who wouldn’t be satisfied no matter what your recourse. As a respondent online to a bad review, you won’t win any friends or arguments by slinging insults back and forth at each other.
Once that bad review has been written, all avenues exhausted for reconciliation, and the bad press is still there, you do have an option to deal with the situation. You could bury it. You don’t physically bury it of course, but you make it a point to your customers that have positive experiences to post to the same review site, as well as others, to speak of their encounter with your business. It won’t happen initially, but over time the good will steadily drown out the bad, until it’s finally, entirely buried.