Small-business owners spend good money on advertising, media relations and other promotional materials to increase brand awareness and control conversation surrounding the business.
Although these tactics can be effective, one of the biggest factors that sway consumers’ opinions is feedback from others.
Years ago, word of mouth was a literal expression meaning one person shared their experience with their friends and colleagues, and then those people shared with their network, and so forth. These days, when a customer is upset with their experience, the first thing they do is announce it on social media and web forums.
So what do you do when you get a scathing Yelp review about the terrible service and cold soup at your family restaurant or a horrible post on Ripoff Report about your gym’s cancellation policy? These tips outline some of the best practices for handling bad reviews.
1. Know that time is of the essence.
To gain back trust after a scathing review, make sure you say something as soon as possible. A quick response shows that the business has nothing to hide.