As business owners, you know all too well, that it is nearly impossible to please all of your customers/clients/patients; we all have one or two (maybe more) bad reviews on either Yelp, Facebook, Google, or any other review site you can think of. Since this is the case for most of us, what can we do to counter the bad reviews?
There are many different ways to approach a bad review, you can flag it, respond to it, reach out to the angry reviewer, or ask other clients/customers/patients, who you know had a great experience, to leave a nice review.
Let’s begin with flagging the review as fraudulent; if you know that the review is fake, or if the points the user made were fabricated, you are able to flag for violating a site’s guideline. Often times than not, this approach has proven to be unsuccessful. If you’re going to flag it, we suggest you take it one step further.
For many sites, especially Google+ and Yelp, you have the option to reply to reviews; this why you can explain exactly what happened with that particular person, feud what they are saying if they are fabricating things, or if you know you’re wrong, simply apologize.
You can flag the review and respond to reviews, but reaching out to unhappy clients can go a long way; chances are you have their phone number or email on file. Reaching out to people will show them that you do care about their experience, and that you are willing to improve to make their experience better. If the conversation goes well, maybe you offer them your service at a discounted price, they might take it down; there is no guarantee that they will remove their review, but it is worth a try!
Sometimes, no matter how hard you try, people will never take down their bad review; if you find yourself in this predicament; simply ask other customers/clients/patients to leave a positive review on the same site. For one bad client, I am sure you have at least five clients who were, and still are, happy with your service or product. If this is the case, which probably is for many of you, simply ask recent clients to leave a quick review on the experience they had with your business.
Email your recent clientele, asking them how their experience with your company was; this will show them that you value their opinion and that you will are always willing to improve to make everyone’s experience better. For those who have nothing but good things to say about their experience, maybe you’ll leave them a link to Yelp, Facebook or your Google+ page so that they can publicize their positive experience with you!
As business owners you always do your best to meet and exceed all of your clienteles’ expectations; sometimes there’s a little hiccup, or whatever the case may be, and a customer will leave a poor review. If this happens, don’t panic, just follow one or all of the above suggestions and let the chips land where they fall!