Online Reviews – the Negative (Part II)

March 28th, 2017

Last week we discussed the power of positive online reviews and how to generate them. But, there is always the other side of the coin – negative reviews. It happens to every business sometime. In today’s blog we’ll share helpful tips for deflating even the nastiest comment.

One of the best ways to combat negative reviews is to have a good defense…without getting all defensive.

  1. Don’t take it personally. Stay calm, professional, and polite. Reviewers will respect you for that, even if they still disagree.
  2. Designate a person high up in the company to manage reviews. Reviewers want to know that an executive cares about them.
  3. Respond quickly to every Inc.com says, “Businesses that respond to reviews have an 86% higher rating compared to those that ignore them.”
  4. Listen to the reviewer, and examine the problem. If the problem doesn’t exist, provide evidence, and ask the reviewer to remove their review. If the problem is real, thank the reviewer for their feedback and let them know what steps you’re taking to correct the issue.
  5. If this could become a long conversation, ask to move it off the public site. Request that the reviewer email or call you, so you can solve the problem together and in private.

When you show how much you care for reviewers and give personal responses, unhappy reviewers may amend their review after talking with you. Potential talent, as well as your current employees and your customers, are watching to see how you treat people and how you solve problems. Look at negative reviews as an opportunity to demonstrate your professionalism and caring toward other people.

Building a team of caring staff who appreciate the value of great customer service is a positive step toward combatting negative reviews. That’s where Olympic Staffing steps in. Contact us today. We’ll connect you with staff who bring out the best in your company.

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