How to Deal with Bad Online Business Reviews. Five simple steps for turning a negative Nancy into a raving fan!
Today on Q&A Thursday, I share my five step process for responding pro-actively to negative online business reviews. Unfortunately, every business at some point is going to get a bad review because everyone has differing opinions. But here's how you can deal with it in a way that will make you feel good and potentially turn that bad reviewer into a raving fan.
If you enjoyed this video, leave me a comment and feel free to share your own advice on this topic, I'd love to hear from you.
Click "Read More" to read the video transcript.
Hey, it's Q&A Thursday and today's question comes from Janelle, in Alberta, Canada and she writes, "I've just launched a business. It's a small, local retail store and I just received my first review, but it's a bad review. And it's online, on a site that I can't delete it.
What should I do"? asks Janelle.
So, the first thing Janelle, is to know that online reviews are really important, but to get a bad one, it's going to happen. Unfortunately, every business at some point is going to get some sort of mediocre or bad review, because everyone has different opinions and you're gonna get great reviews and you're gonna get bad reviews. That's just how it is.
So, be calm. The first thing to do is to take an honest assessment of what the person said. Is it true what they're saying? Is it something that you can change? Or is it just that they don't fit with your business and what you're doing.
Cause if that's what's happened and they've written a bad review, they're not really a customer for you anyway. So just move on.
But, if what they said is legitimate, and you probably need to take some action to make some changes, then, the first thing to do is to put a public comment in reply to their review on the website.
Now, the key is not to be defensive. You just want to write a proactive response that tells them that you appreciate what they've said, you've taken it on board, and these are the steps that you're going to take to rectify the situation to make sure that no one goes through that again.
Now, that is a very positive response that any other person reading that review may actually view as a positive review, because you've taken such an interest and care to respond, they'll see that you really appreciate your customers and that you're doing your best to create a great business.
Now, if you really want to get that person back into your store, it may also be a good idea to send them a direct message and offer them some sort of incentive to come back and try you again. The key to doing this is to make sure that they're re-trying what they had commented on, and that it creates a positive relationship and an ongoing experience for them where they'll hopefully go back and update the review and turn it into a four or five star review for you.
The next step is to actually implement what you've said you'll do to fix the situation. So that nobody ever rewrites a review that's the same again, saying that the same problem is happening when you've written this positive comment back to the reviewer saying you're gonna take these steps to change things.
It's also really important to actually encourage anyone that comes into your store to write a review for you. So start to think about what sort of incentive you can give your customers, whether it's in store or through your social media sites and the like, to get them to write reviews for you. The more reviews that you can get, the better it is for your business and if you just happen to get a few bad reviews and lots of good reviews, that'll even out your rating, and it won't really have as big an impact as that one bad review that's sitting there right now.
The reason it's so important to do online reviews is lots of studies have been done that show 70% of consumers trust online reviews as much as they trust recommendations from family and friends. So it's really important for your sales and for your business to get those reviews coming in.
So encourage everyone to start reviewing for you. That's not to say to encourage fake reviews, which is not good business practice. But any customer you come in contact with, give them some sort of incentive to write a review for you. Hopefully, you'll build up a big list of reviews and, that one bad review, you won't even think about it anymore.
Anyway, that's my A to your Q. Thanks for writing in Janelle.
I'm Trudy Murphy and you can find me at trudymurphy.com. Head over to my blog and leave me a comment, I'd love to hear from you and feel free to sign up for my email updates, they're free! And I'll talk to you again soon.