So your business received a bad review. Well, since we now know that 8 out of 10 purchasing decisions are impacted by reviews, I guess all we can really do is give up. I mean, it’s the end, right? It’s all good; you had an excellent run, but it’s time to close down the shop. The internet won. There’s nothing you can do. . . Okay, let’s be serious now. Yes, bad reviews harm your sales, but trust me; it’s not the end of the world. There is a way to turn an angry consumer into an enthusiastic customer.
“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”–Zig Ziglar
Yeah, that just about sums it up. When you receive a bad review, don’t treat it like work. Instead, treat it like an opportunity to do more business. Now without further ado, I present to you: “The dos and don’ts of responding to a bad review.”
1) Do Respond
Let’s be honest here, people are, for lack of a better word, whiney. They love to complain. I mean, here I am, complaining about complaining. Need I go on? Bad reviews are going to happen, but that’s ok as long as you know how to respond; which just so happens to be the first thing you need to do. Responding alone can be the difference of getting a sale and losing sales. But I can’t just spout out nonsense without evidence, so here it is: 63% of customers who left a less-than-flattering review of your business said that theywould continue to do business with you as long as a supervisor responded with an apology!
2) Don’t wait
Consumers don’t like when a business doesn’t respond to them. Actually, customers expect a response within the first 12 hours of posting their review and if that expectation is not met, it’s going to be much harder to win that person over.
3) Do Give Discounts
I remember the first time I had a less-than-pleasant experience with a company. I was at Lego Land; and don’t judge me, you know you would go to if you could. Anyway, I was treated very poorly while I was trying to buy a key chain. The man at the counter was rude, disrespectful to my mother, extremely negative, and overall just a real jerk. So I went to customer service and they fixed everything by giving me $20 worth of store credit. BOOM! Not only did that make me really happy, but it also made me completely forget about that horrible experience. But I’m not the only one that appreciates a good discount. In fact, 52% of customers said they would return to a business if they were given a discount1!
4) Don’t Make Excuses
This one is both tough and very tempting, but no matter what, DON’T make excuses. This makes you as the owner look like someone who doesn’t care. I’m gonna be honest, a customer doesn’t care that you fired that employee, a customer wants to be compensated and incentivized to come back. They want you to take responsibility for messing up their experience.
Is that Just Me or is that a Lot of Work?
No, it’s not just you. I mean, where do I even begin? You would have to monitor a ton of business directories. You would also have to have like a million tabs open at a time just to keep track, and that doesn’t even tell you when you get a social media mention. I mean, how would you respond to that, right? Or you could just use Reputation Management. Reputation Management is a super easy tool that you can use to monitor all your business directories, and monitor all social media mentions as well. It’s simple, easy, time saving, makes your customers happy, and, best of all, increases your revenue! So seriously, what the heck are you waiting for?! Take control. Don’t let the internet win!
Only you have the power to save your reputation.