Let’s face it, as a small business owner it is nearly impossible to have every customer be 100% satisfied. While that may be the end goal, and proprietors go out of their way to make that sure every experience is enjoyable, it can be nearly impossible. Eventually, a customer will have a bad experience. Maybe they were having a tough day and decided to take it out on your company and brand. Maybe one of your employees were having a tough day and took it out on your customer?
Regardless, all businesses will have to eventually face negative reviews online. They could be on Google, Yelp!, or any number of online review services. Customers are going to see these reviews and take them into consideration when deciding where to bring their business.
So how should you respond to negative reviews?
- Do: Respond to every review, both negative and positive. This shows customers that you value their business and you are responsible enough to respond to negative reviews.
- Don’t: Get combative with the customer. Even if you know you are right, you should never call out a customer online.
- Do: Take it offline. Apologize to the customer and let them know you are truly sorry for their experience. Ask them to contact you directly so you can resolve the problem in a fair manner. This will show those looking at your reviews that you care enough to solve the problem with your own time.