How to Respond to a Bad Review

As small business owners, we thrive on reviews created on social media platforms. They can bolster business and give you much-needed data on public opinion on your business. However, while getting good reviews is always the goal, you’ll likely receive bad reviews as well. In this article, we want to give you some quick tips on how to respond to bad reviews.

Be Kind

There’s nothing worse than being an unhappy customer and receiving a response to a review that is disrespectful or dismissive. Even if you can’t address their issue in the review, try to be kind and respectful when responding to a customer’s concerns.

The Customer is Right

“The customer is always right.” is a phrase that has been used for ages in the customer service industry, and for good reason. Arguing with the customer about why their review is wrong will only turn them away and leave them with a negative view of your business. By always treating a customer’s bad review as right, even if you disagree, allows you to address their concerns sincerely.

Take the Conversation Offline

Whether through phone or by email, try to take the conversation offline as quickly as possible. Conducting the entire customer service process in front of other potential customers who may be reading your back and forth on bad reviews can invite further critique of your business and customer service. Customers will also appreciate your willingness to reach out to them and tackle problems directly. They may even go back and edit their review to reflect their positive experience with your customer service team.

My Social Lady offers social media consulting where we analyze the effectiveness of your social media and present you with a fresh perspective on how to improve your company’s online presence.