Most customers consider business reviews as credible. The way you handle these negative reviews can encourage the opposite and improve or destroy your standing with customers.
Although very negative reviews make up a small proportion of the posted reviews, it’s better to effectively manage them as they can have a big impact.
Stay calm
First, cool down. Most business owners feel angry or upset when they read negative reviews. Some of it may not be worth paying attention to.
Consider who posted the review. If it’s by somebody whose opinions are unfair and not endowed with reason, it’s better to ignore him.
Focus more on responding to negative reviews or legitimate concerns by genuine or high-profile customers on popular sites.
Follow site rules
Each site has rules for reviewers. Make sure to read these to discern which ones break the rules.
Most sites have the following rules on posting or responding to reviews:
- prohibits swearing
- prohibits personal attacks
- prohibits breaches of privacy
- prohibits advertising
- prohibits ALL CAPS
- prohibits links in responses
Be professional and polite
Do not resort to personal insults. A rude, flippant, or aggressive response from you can damage your reputation even more.
Be polite and constructive at all times.
Public response
It’s good to post a response publicly. Acknowledge the concern and outline what was done to resolve it, or how you tried to take positive action.
This will boost your reputation with readers as they can see that you’re responsive to feedback.
Incident research & customer’s POV
If the negative review is on a public forum (FB or Twitter), you may respond by asking the writer if you can contact him or he can contact you privately.
Note: Even in private, be aware that anything can be screencapped and reposted.
Understand what the customer feels and why he has commented negatively about your business.
Ask the reviewer if you can discuss the matter. Try to get his side of the story to find out more details.
Send a message to the reviewer:
- introduce yourself
- express your gratitude that they used your business and gave feedback
- apologise for unsatisfied experience
- outline their concerns
- offer to resolve the customer’s concern
- do not admit any mistakes, if you feel there’s none
- offer some kind of compensation
- invite customers to return to your business.
Ask for removal of false or inappropriate reviews
If you received a negative review that you think is malicious or false (most probably by competitors) or breaks the site rules, contact and ask the site for it to be removed.
However, the site could be slow to remove a review or disagree with your assessment.
Unsecured business loans in Australia
Unsecured business loans are great for business owners who:
- need the funds urgently
- don’t like the idea of offering up security
- don’t own any assets that can serve as collateral
- want to do the process online.
Cigno Business Solutions understands that business is personal and do all they can to be accommodating to all applicants.
With unsecured business loans from CBS, your credit rating isn’t part of the assessment for approval.
What you’ll need to apply are some contact details, a 90-day bank statement for your business, and a registered ABN.
Once your application has been approved, you will receive funds within 2 hours.
Pretty easy, right? Apply now!
