Leaving a review for a business has never been easier, thanks to the internet.
The majority of businesses are listed in online directories, which allow customers to leave reviews to let other potential customers know what to expect.
This is true across all industry sectors, from retail through to professional services.
While positive reviews will likely have a positive impact on your business, what if receive negative reviews?
It’s an unfortunate fact that, as a business grows and more clients are obtained, you run the risk of receiving both positive and negative reviews.
If this happens, it will feel horrible and your initial response may be to panic. But learning how to deal with this part of your business well can help you turn a negative into a positive.
Listen / read
If a negative review is left about your business, the first and most important thing to do is read it through fully and listen to what the customer is saying. You need to fully understand what is being said and why it is being said.
Break it down
Next, break it down into points. This will help ensure you understand what has happened to prompt the negative review and the customer’s point of view.
While it can be tempting to ignore negative reviews, as you don’t want to draw attention to them, this is the worst thing you can do. Whether you feel the review is justified or not, if left unchecked, other people who have seen the review will take it at face value. This is your chance to respond to what has been said and publicly try to remedy the situation as appropriate. This is extremely important for damage limitation.
Learn from it
Whether the reviewer leaving the negative review was right or wrong, it is important to learn from it and to understand how the situation arose in the first place. This should help with minimising any negative reviews in the future. If necessary, seek further clarification and talk it through with the team to establish preventative measures for the future.
It is extremely hard to not take negative reviews about your business to heart. This shows you care about your business and the service you provide. However, don’t let it consume you. We are all human and errors can and will happen. All we can do is address them, learn from them and improve for the future.