It's bound to happen. At some point, you will have a customer post a bad comment or review about your business, product and/or service. In today's technology driven society, negative reviews can haunt a business indefinitely. If this happens to you, don't panic. There are a number of steps you can take to help lessen the impact of negative comments.
Encourage Satisfied Customers to Post Positive Feedback
Work to establish a positive track record of comments before your first negative comment arises. Consider offering satisfied customers coupons and incentives for posting positive feedback on sites such as Yelp! and Google+. In fact, Google+ dedicates an entire page outlining how to post and share reviews. Actively building a positive online reputation will help negate any future negative feedback.
Contact the Dissatisfied Person
Reaching out to dissatisfied customers is always a good practice. First, try to find out the full details of their complaint. Perhaps they experienced a problem which needs further investigated. Next, acknowledge their concerns, then ask them what you can do to turn their negative experience into a positive one. Make sure they feel you are listening to them and genuinely care. Many times, working with the customer to resolve the problem will result in them either removing or amending the comment.
Take Action Against Untrue Comments
If someone posts something which you can prove is a blatant untruth, consider taking the appropriate steps to refute the comments. Many sites do have some sort of review filters. Google's Blogger actually has its own "Report Abuse" section. I want to emphasize, most sites will not remove any comments unless you can prove they are libelous.
If the Comments Prove Detrimental, Reach Out to Your Current Customers
Most of your satisfied customers will take negative comments with a grain of salt. I know some of my favorite restaurants have received a bad review or two, and because I never had a bad experience, I was not deterred from going back. However, there are instances when a discontent person may aggressively pursue a negative online campaign about your company. While this is not common, it does happen. If you feel a complaint has gone viral, or even hit the local media airwaves, consider taking active steps to set the record straight with your current customers. Explain the situation, and that you are contacting them to reinforce that you value their business and want answer any questions they may have. Companies such as Global Response offer professional services to help you reach out to current customers, especially during a crisis situation.
Regardless of what is posted about your business, make sure your website, blogs and social sites all remain positive. Emphasize your dedication to customer satisfaction. Post testimonials from happy customers. Be upbeat. Remember, not all negative comments have to have a negative impact. Feedback is designed to help you identify what your business is doing right, and where improvements and be made. When appropriate, take steps to reach out to dissatisfied customers. They may just turn around and become some of your best customers and advocates!
Gina Smith writes freelance articles for magazines, online outlets and publications. Smith covers the latest topics in the business, golf, tourism, technology and entertainment industries.
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