How Not to Handle a Bad Review

Excerpt

There’s no way around it, bad reviews happen. Unprompted customers are more likely to submit a negative review that a positive one. Yet, they act as a vital feedback mechanism. Negative feedback allows businesses to step into the customer’s shoes and nail down on areas that need improvement. What’s more, they provide an opportunity

It might sound counterintuitive but bad reviews can boost customer loyalty and brand reputation, if handled correctly. Too many glowing customer responses might make your business look fake. No business is flawless.

Our how to guide is your step-by-step answer to handling customer complaints in a way that will help your business show you care about your customer experience.

Executive Summary

The difference between a positive and a negative review? Positive reviews showcase your success, bad reviews offer the opportunity for positive change. Firstly, never ignore a bad review. No response suggests the customer experience isn’t a priority of yours. Responding to a bad review takes patience and thought. Getting angry or defensive will only add fuel to the fire. If we leave you with one piece of advice, take a step back and address the situation calmly.

There’s a whole host of ways to address a customer who has left a complaint. We’ve taken a leaf out of Walt Disney’s book. Adopting the H.E.A.R.D response to customer interactions.

We’ve also all been there when a review is unfounded or unjustified. How do you address this? We’ve got you covered. No one welcomes critical feedback but letting negative press stress you out isn’t worth it. If you focus on the basics of great customer service and engage with those happy customers willing to share their amazing experience with you, that will weigh in your favour.

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