Most companies have dealt with a bad online review at one point or another. The initial reaction for most is to do everything humanly possible to delete that comment and ignore it and pretend like you never saw it. Unfortunately, this isn’t typically going to be possible, and even if it was possible some people may notice your tricky tactics (and quite frankly, that makes you look much worse). As with anything you don’t want to see or hear, you have to face it head-on and react in order to recover. Bad online reviews are no different.
Tips and Tricks to Reacting to a Bad Online Review
Word-of-mouth referrals are some of the most important for small business, so online reviews are incredibly important. Online users typically trust other online users who offer real experiences, so the more positive online reviews, the better. Of course, any small business owner will tell you this is easier said than done. There are many different ways you can earn a review online—Yelp, Google+ reviews, reviews in the comments of your content or pages, any social media site, etc.—and you don’t always have control over who reviews your company. For all you know, it could be a competitor.
Fortunately, reviews do give you a chance to retaliate and react. If you handle bad online reviews correctly, they could end up doing you more good than harm. Consider the following three tips to reacting and recovering:
The biggest thing to keep in mind: Don’t ignore negative reviews. You have to do something, and searching around the web for a way to delete and ignore the review isn’t it. Remember that even negative reviews can serve as a positive. They give you an outlet to show your great customer service and turn a bad relationship into a good one (hopefully creating a life-long customer). If nothing else, just remember that the review can be overshadowed by a lot of positive reviews, so always encourage your customers to help!