In the first article of this series, we talked about the importance of every detail when it comes to setting up a Google My Business
account. The idea is that in every article, we are going to talk about a very important GMB point to pay attention to. In this article, we are going to talk about negative online reviews and how to deal with them properly.
1. Accept the Review
One of the most important things you have to keep in mind when dealing with negative reviews is that you can’t change the review. It’s really a waste of time to open a debate with the customer; a kind of debate that won’t end well. The best thing to do with a negative review is to accept it and acknowledge the issue. Think of it as a chance to let your unsatisfied customer know that you care about them. Show some gratitude to the unsatisfied customer for bringing the issue up as a first step for you to fix it.
2. Apologize for Any Inconvenience
Accepting a negative review won’t mean anything if you don’t issue an apology for the inconvenience presented by the customer. Most of the time, you’ll find that the customer is wrong and that you don’t really have to apologize but that doesn’t really matter. What matters is the way you handle the angry customer and what other potential customers see on your profile. Always consider that an apology calms an angry customer down and shows potential customers that you care about your customers.
There are cases where issuing an apology is more than enough to provide great customer service. In many other cases, you need to provide a precise explanation of the issue and why it occurred in the first place. Consider providing this explanation and keep in mind that you need to take responsibility instead of making excuses. After you apologize to the unsatisfied customer, take the time to clear the misunderstanding and be clear enough for the customer to see what went wrong.
An unsatisfied customer is usually angry because they found a waste of time and/or money in the company’s services. What will make the customer even angrier is the company not acknowledging its fault, and what will make them appreciative and calm is fair compensation.
Good and fair compensation will not only give your business a second chance with the specific unsatisfied customer, but it can also make them long-term customers.
Responding to negative reviews isn’t an easy and simple part of the job. However, it is of utmost importance for you to always make sure your online interactions with your customers are flawless. You have to make sure of this not only to be fair but also to attract and keep long-term customers.