How to deal with a bad review

Unsatisfied clients or bad reviews are part of having a business and you must be prepped to deal with them sooner or later.


Here are a few tips I've learned in my +12 years working in Customer Service, that might help you:


1. RESPOND & ACKNOWLEDGE. Never ignore or simply delete a bad review (it can make matters worse, very quickly). Let the customer know you appreciate their comments (remember they have the right to express themselves) and either request more info via e-mail or let them know you will get back to them as soon as possible.


2. STUDY & TAKE ACTION. Ask your team members what happened and gather as many facts and info as you can. If something did go wrong, admit it, and learn from your mistakes. Take the actions necessary to make sure the situation does not repeat itself in the future. This could mean: adjusting your contract, reviewing communication to avoid misunderstandings or changing something in your process.


3. DON'T TAKE IT PERSONAL. When you are ready to reply, be polite and professional in your response. If your company made a mistake, offer a sincere apology and perhaps a compensation (refund, complimentary stay, free album, etc...). If it was just an unfortunate incident or a misunderstanding, explain the facts and apologize for the inconvenience. Sometimes, customers just want to be heard and a sincere apology will work.


I've had very few cases where clients were not happy with the response. At this point, as a business owner, you'll have to decide if: you offer further compensation, deal with the fact that you cannot please all customers always (and it's ok), or take matters to your legal department.


4. REPORT IT. If you are absolutely sure that the review is fake or not related to your business, you can report it or ask for it to be removed. This applies for facebook or websites like weddingwire.com, google or trip advisor.


5. REQUEST REAL REVIEWS. Go back to your records, and reach out to those happy past customers to request a review (now is the time)!! Do not request reviews from friends & family, this will only affect your credibility and it's a practice that goes against Facebook guidelines.


Feel free to leave your comments below and share if you found this article helpful. #AelBeckerConsultant #BusinessCoach #BusinessTips



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