Every business will receive a negative review, at some point or another: it is the way you deal with it that will shape your public perception. Businesses have many different reactions to negative reviews but there are some reactions that are much better and more proactive than others. Don’t make a huge PR mistake.
Here are four tips for positively dealing with negative reviews:
1) Learn From It
First and foremost, learn from the review. Whether it was constructive or not is besides the point here. Your business is going to survive on the quality of your output so make sure you can improve on things. Don’t let ego and emotions get in the way of improving your product or service. If someone thinks your quality is low, try competitors or a benchmark standard and be honest with yourself. Maybe there is room for growth, restricting or otherwise.
2) Give Yourself a Second Chance
If applicable, you could reply to the customer and let them come try your service again for free. For example, if someone took a class and was unhappy with it, uncover why and see how you can make their next experience better. Customers appreciate the care and time you put in and, if you can give them a better experience the second time around, they might become lifelong, loyal customers. You’d be surprised how quickly a positive response can turn around a negative review.
3) Share Reviews with Employees
Make your team members aware of what people are saying. Not only will this encourage accountability, it will show them the areas that the company has to collectively work on. This can also help boost teamwork, as employees see it as something they can work on together. It helps them focus in on areas that may need work or that they need to frame in a way that people are better able to understand it.
4) Never Argue with the Customer
One of the most important things to do is to make sure you never argue with the customer, especially if it is in a public space. If you need to discuss something detailed with them, do so privately. Make sure you’re always polite. It doesn’t matter in this situation whether your feelings are hurt; you need to make the situation better. Having customer service, sales and marketing personnel that are cool under pressure can make a big difference with this aspect.
What are the best ways in which you’ve seen companies react to negative reviews? As always, like us on Facebook, and follow us on Twitter , Google+ to stay up to date with all of your PerfectMind news.