You put your life into building your business. You worked hard to build your stellar reputation! One bad review, and you see your profits drop. You can’t satisfy everyone, but one person can make it seem like you satisfy no one!
Don’t ignore the complaint: address it.
Ignoring the complaint, and hoping it will go away, will not do any thing to fix the issue. If the customer has a legitimate complaint, do your best to make it right. If it’s a broken product, apologize, and offer an exchange. If it was bad service by an employee, apologize and offer a discount, or free product, depending on the circumstances. This shows other customers that you care about the person’s concerns, and you take your business seriously. This makes you look good to prospective new customers.
Ensure that the issue is legitimate:
Some people can never be satisfied. Some might not have a legitimate complaint, but that doesn’t mean they have a right to ruin your reputation. So, ask probing questions in a polite way. If you feel someone is making up the bad review. Ask pointed questions to the reviewer, that they would only know if the event had actually happened. Explain that you are trying to make this right, but you need additional information in order to do so. If the reviewer is making up a bad review, that will become obvious quite quickly when they have no answers. This is a great way to keep your good name!
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