Are you frustrated by negative business reviews on websites such as Google, YELP and Open Table?
Handling those objections with exemplary customer service can have a positive effect on your business. The first instinct of most business owners is to delete or hide the nasty comments. However, the truth is that every company has unhappy customers at some point.
Did you know that 72% of customers have more faith in business that show negative reviews? It is simply more realistic and believable. What’s more, 95% of unhappy customers will return if the issue has a positive resolution.
What should you do when that glaring negative review land in your inbox, or worse, pops up online for all the world to see?
- Don’t panic! What happens next is your opportunity to shine. Remember that good customer service promotes loyalty and repeat business.
- Reply publicly and know that your target audience is paying attention to how you treat others.
- Take a closer look at that negative feedback, what can you learn from it? What can be changed to avoid the same situation in the future? It may be a simple fix.
- Follow up with the disgruntled customer. Remember the old phrase that The Customer is King which means that your business is ultimately determined by its customers.