It’s disheartening for any business owner to go online and see someone has slammed their company. It can really put you through the emotional wringer. There’s a right way and a wrong way to deal with this. Stamping your feet and attempting to attack the review isn’t the right way to go about it.
Instead, think about how you can twist a bad online review of your business. It’s an extremely powerful tool to have in your locker. In this blog, we’re going to show you how to twist a bad online review of your business.
See also: Top 5 Bizarre Job Interview Situations
Have You Done Something Wrong?
First of all, read the review and think about whether any wrong has been committed on your side. If deserved a bad review, fix it. Respond to the person publicly and apologise for their negative experience. Offer to make it right by offering some sort of freebie.
For example, you may decide to offer a discount or promotional code. It really does work. A lot of people will even remove the negative review because they’ve seen how well you have treated them.
Highlight the Positive
Think positive about what’s happened. Rather than focusing on the negative the next time it comes to marketing, pay no attention to the bad review and instead point to your positive reviews. Instead, of looking at the two bad reviews on your site, point to the twenty awesome reviews you have on your site.
Every business in the world gets bad reviews. There’s nothing you can do about it other than attempt to drown them in a sea of positivity. Put a positive spin on every unwelcome PR development.
So with that in mind, do what you can to encourage positive reviews.
Too many companies leave this sort of thing to fate. Encourage your clients to leave positive reviews of your business. You may even want to offer them a freebie for everyone who leaves a review of your company online. It’s an easy way to build up your platform.
Use a Bad Review in Your Next Marketing Development
Customers love to see companies that want to improve themselves for their benefit. As already mentioned, you’re always going to come in for criticism. One option you have is to use a series of bad reviews in your next marketing campaign.
For example, you may have noticed a number of common complaints. Prospective customers will have noticed this. You could write in a blog about how you’ve altered something in response to what customers have said.
It’s essentially a way of spinning a bad situation into a good situation. You’re not saying you messed up. You’re saying you’ve improved because that’s what customers want. This is about painting yourself as a ‘listening company’.
Many review sites like Yelp and Tripadvisor understand how important online reviews are for businesses. If you feel like you’ve been wronged by a review, get in touch with them. They will act if they agree with you. Sometimes bad reviews do hit your business because your competitors are trying to bring you down. In cases like these, you can have reviews taken down. Sometimes, you could even take your competitor to court over this.
Learn to take bad reviews in your stride. Don’t become emotional because one or two people hate what you’re doing. That’s a natural part of doing business. Just make sure you can read them with a clear head and take everything in your stride.
Have you ever had your business or a business you were working for damaged by a bad review? Was it deserved? What action did you take? Your thoughts and comments below please...