How to Handle Bad Reviews Online
Did you know that there are approximately 4.95 billion active internet users?
While the internet offers many conveniences and benefits, it also must deal with the same problems any large community does, such as trolls, cyberbullies, and other bad actors.
As a small business owner, you would think that you are immune to these types of bad experiences, but you are not. Trolls do exist, even among good customers. And no one is perfect enough to escape unhappy customers.
So how do you handle bad reviews online? There is a process that you can go through to turn even a bad review into something positive. Here is how.
Create a Plan
Doing this can help protect the reputation of an organization. Have a cohesive strategy for monitoring and detecting bad reviews online. Set up alerts and search strategies. Doing this will your team get alerted whenever negative comments are made.
Then, create a process for how to respond to criticism. Consider issues of timing. Understand who will respond. Also, you need to know how to make sure the response sounds professional and helpful.
It’s also important to avoid responding in an overly defensive or aggressive manner. Most importantly, it expresses the desire to address the problem and learn from the criticism.
There’s a good chance that those who post negative reviews online will appreciate the fact that you’ve taken steps to make changes based on their feedback. Remember that responding to bad reviews can be a great opportunity to improve the customer experience.
Identify Opportunities for Improvement
Respond quickly and professionally, whether it’s online or in person. Respectfully explain your side without being defensive. Apologize if it’s appropriate. Take the opportunity to identify areas for improvement. Ask for suggestions from the customer.
Always take their feedback onboard. If the customer is unhappy, find out what changes you can make. Investigate how to improve the experience for them. Being open-minded and accepting of criticism can be difficult. However, it can also be an invaluable learning experience.
If a customer expresses a valid concern, be open to change. With the right attitude and an attempt to identify opportunities for improvement, you can use negative reviews to become a stronger business.
Address It in a Positive Manner
It can be difficult to handle bad reviews online, especially when operating websites for veterinarians. The best way to address them in a positive manner is to start by responding in a timely manner. Show genuine sympathy for the bad experience the reviewer had.
You also have to acknowledge the points they’re making. Offer to discuss their concerns further in private. Make sure to attempt to resolve the situation. This can make the customer feel as though their voice is being heard and that their concerns have been taken seriously.
Additionally, learn from the negative review and take steps to prevent similar incidents from happening again. Transparency and honesty can go a long way in gaining trust.
Solving Bad Reviews of Your Business
Overall, bad reviews should be taken seriously and handled with respect. Responding quickly, in a professional and polite manner, is the best way to address negative feedback online.
Use customers’ comments to improve product/service quality and show commitment to customer care. Encourage your customers to provide honest feedback, both good and bad, to ensure a positive overall experience.
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