It’s happened to all of us.
Checking your email in the morning. Junk, more junk. What’s that? A new review on my Google Biz page.
You can feel the blood start to rush into your cheeks. “I can’t believe he said that! After how much we went out of our way to make him happy.” You’re pissed and you might have a good reason to be.
Take a big breath because what you do next can affect your business for years to come.
We wanted to give some quick tips on how to handle a bad review. Whether you deserved it or have never heard their name before, this is the path you should take moving forward.
Start with a public response to their review:
No matter the response or the outcome, you can know that you’ve done what you can to give resolution to that customer. Some may accept, some may refuse.
You can’t control how others respond–you can only control how you respond.
Never forget that you’re dealing with a human. If this becomes an equation, you’ll lose your authenticity.
The final step in this process is: Bury it.
Get serious about asking for reviews from every happy customer possible and cover that 1-star with a pile of 5s!
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