Whether it’s a bad reviews on Twitter or Tripadvisor, it can and will impact your business reputation.
Below are our top tips on how you can handle negative online reviews.
Your first priority is to respond quickly.
The longer you let a negative comment go unanswered, the more credibility it gains with potential customers, their friends and your followers. An immediate reply shows that you're paying attention and concerned about the problem and that you want to do something about it.
A petty argument about who's right and who is wrong will accomplish little. And most observers see silly complaints for what they are.
Continue tricky conversations in private.
Provide an initial response in public, but move ongoing discussions with difficult customers to private channels. Provide your phone number and email address in your public respond. Speak to the customer in private and try to resolve the issue.
Thank customers for their feedback.
Treat any complaint - however harsh - as though it were constructive criticism. Let the reviewer know their feedback is appreciated and that you'll seriously consider their suggestion for improvement. And be sure to follow through on your promise.
For more tips on how you can respond to online negative reviews, speak to TA Fastrack today on 07 3040 3588 or email us on firstname.lastname@example.org.