Social proof is key to growing your business. In fact, about 72% of customers won’t take action until they read a review. Here’s what to do when you get a bad review.
What to Do When Someone Writes a Bad Review
Rule #1: Never argue publicly with someone who has given you a negative review, even if they’re dead wrong. This has a poor reflection on you – not the reviewer. Instead acknowledge the problem and apologize for it. Then, take it to the next step.
Rule #2: Always thank the person for their feedback and for taking the time to write the review. Feedback is important and you can always learn something. It could be as simple as how to deal with angry customers without them making you angry.
Rule #3: Get on the same level with your customer. Empathize with them. Explain how you understand how upset and frustrated they must be over the situation. Again, even if they’re wrong, try to understand where they’re coming from and how they feel about it.
Rule #4: This is important. Ask them to contact you directly to resolve the issue offline, off of social media. When responding, leave your direct contact info, so there’s no question on how to reach you. Then, be sure to respond — in a reasonable amount of time.
Rule #5: Once the problem is taken care of yet, update the status of the review as “resolved.” Explain how you helped the customer and what action was taken. Highlight your superb customer service.
Bad reviews happen, here’s what do to when someone writes a bad review. Know that you can easily turn them into good PR if you handle your customer correctly.
I’m Robin Samora with the Fast Marketing Minute. Everyone wants good PR. If you’re looking to build your marketing and get better PR, download a copy of my free report, 52 Marketing and PR Tips to Get Attention. It’s at RobinSamora.com/52tips. Talk tomorrow!