You can’t please everyone, but as a business owner it’s your job to please everyone. So, what do you do when your business falls short of excellence in a client’s eyes and receives a negative review?
Nowadays, with sites like Trustpilot, Glassdoor, and Yelp, bad reviews are posted online for the world to see and can cause irreparable damage if left unaddressed.
In this blog post we’ll look at a few great ways to respond to bad reviews to save your business’s reputation and to keep your client your client.
Take time to Understand the problem
Working in customer service is like walking a tightrope. Human error, technical malfunctions, miscommunications, unrealistic expectations…all these things and more can attribute to a client having a negative experience. So, the first thing to do in your response to a client’s bad review, is to understand the problem and how it did not meet the standard of excellence.
Work to solve the problem
Depending on the nature of the complaint, it might require you to take immediate action to rectify (i.e., faulty product, item never shipped, refund never issued, etc.). Let your client know that you’re on top of it and that you will keep them updated on the situation. If it’s a human interaction issue such as a moody receptionist, abrupt responses, lack of communication, make sure your client knows that you take his or her feedback seriously and will get to the bottom of it to ensure that it won’t happen again.
Restore trust and thank the client for feedback
Assure your client that their experience is not the standard of care. Furthermore, let them know that you’re always looking for ways to improve as a business and that it’s honest reviews like your client’s that help you achieve that goal.
Give a peace offering
Peace offerings aren’t always possible, applicable, or advisable, but if you can, give a complimentary gift. This can be anything from a discount on your client’s next purchase to a subscription upgrade or gift card. Without clients you don’t have a business. Show them how much you value them by going above and beyond.
There you have it – a smart and effective way to address bad reviews. Remember, bad reviews can be a flashlight that illuminates dangerous blind spots in your business’s operation. Use bad reviews as an opportunity to mature as a business and amaze your customers at the same time.
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