Talk to Your Customers

Bouncing Back from Bad Reviews

Reviews Social Media AudienceWhile social media can work wonders for your business, it can also backfire pretty substantially. Social media is, well, social. This means that anyone from anywhere at anytime can say anything about your business on social media. Again, this can be good or bad. These statements often come in the form of reviews on sites such as Yelp, Tripadvisor, Facebook, or even on Google searches.

Naturally, we love being able to say what we feel about our experiences at a business. But as business owners, this can become very detrimental for your reputation and, subsequently, your customer base.

The truth is, dealing with bad reviews is just in the nature of owning a business. You can’t please everyone. But you can turn bad reviews into opportunities to further your good reputation online.

A lot of professionals on the subject will talk about all kinds of methods to decrease negative reviews. Some sites even take payments to permanently get rid of bad reviews. But that is dishonest and costly. So, what can you do to turn your business around from a series of bad reviews? Talk to your customers.

Talking to your customers can take many forms online. I have boiled it down to two main methods to get you started.

1. Reply to reviews

Somewhere along the road of success, you will encounter a few failures. Often, these failures manifest themselves in the form of a scathing review on social media. There is nothing you can do about that. But simply replying to these negative reviewers shows other users that you listen and acknowledge when customers are unsatisfied. Not only that, but by offering help an explanation to that negative review shows future users that you do, in fact, care about your customers. As someone who occasionally reads reviews before using someone’s services, I can say that while a negative review speaks loudly, a courteous and helpful reply from the business owner speaks louder.

2. Stay active on social media

Though this is a given, staying active on social media can help you bounce back from a negative review. Post a status update acknowledging a fault that has been brought up in a recent review. Simply acknowledging a customer’s dissatisfaction helps tremendously. In addition, issuing an apology or a promise to improve shows that negative reviews are taken seriously and that customer satisfaction is actually a priority for you.

A lot of this may seem obvious, but the option for business owners to reply to negative reviews is a tool that should never go unnoticed. Talk to your customers. Let them know you care and let them know that their reviews do not go unnoticed.

By: Alec England, Columnist, Centerlyne

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