May 30th, 2012
Jennifer Web Design Tags, , , , ,

How to Address Negative Reviews on Yelp or Google

No one likes receiving a negative review. It is never good to hear that you have not met the standards that someone was expecting. Unfortunately, we live in a world where the internet has made it convenient enough for everyone to be a vocal critic. Public forums are a double edged sword in that, it’s great for business to receive glowing reviews, but negative remarks can sting. However, rather than feeling helpless and letting the negativity affect you, it is best to take control of the situation. There are several ways you can assert a negative review in an effort to make sure your business is unharmed.

First, you need to make sure you check reviews regularly. While it might not be the most fun thing in the world to see what people are writing about you, you need to make sure that if a negative review is there you are addressing them very quickly. By responding quickly to your critic, you are showing a sense of responsibility which will resonate. It shows that you will not shy away from a little negativity and you are willing to hear people out, and it also gives you a chance to “reset the clock” and maybe win that customer back.

While this next tactic may seem downright painful, it is important to thank your reviewer. Thank them for taking the time to share their experiences. While you may be upset at first, after reading their comments, you may see that they have useful knowledge to share. You may just be getting valuable feedback that you can apply to better your business. Think of the negative reviews as if they were a suggestion box; you were asking people to suggest how to improve your business.

If it is a severe enough complaint that the reviewer is upset about, it may be useful to offer them a refund or an incentive to come back in the future. Once you apologize to the slighted customer, offer them a way that you can help rectify the situation. Abide by the rule that the customer is always right. They are the people keeping you in business and you need to keep them happy.

It is also extremely important to stay professional. Two wrongs don’t make a right. If someone is being verbally abusive to you or your business, ignore it. It will do no good to argue further with the reviewer. Unfortunately, you can’t please everyone. By staying calm and not lashing out, you automatically look like the bigger person. You do not want other potential customers to see a negative comment sent from the business owner to the angry reviewer. They will judge you by what your response and it is best to always keep it professional.

While you may think it best to just completely ignore any bad review that comes your way, there is a lot of good that can come from addressing the issues head on. Try taking the negative and turning it into something positive for your business. Have you been able to accomplish this, do you respond to your critics, or ignore anything negative? As always, Jennifer Web Design is happy to help you get acquainted with Yelp, Google Places, or any other public forums. Please call us with any further questions at 702-880-9565, or email us at info@jenniferwebdesign.com.