As a business owner, you are compelled to explore new ways to thrive during the COVID-19 pandemic.
A slew of negative reviews questioning your operations and handling of this crisis may threaten your online reputation. How can you safeguard your reputation to win the customers back once this is all over?
Here are some tips to respond to online reviews concerning this outbreak.
1. Be empathetic. Reassure your customers that your business is making every effort to follow guidelines from trusted sources like the Centers for Disease Control and Prevention, as well as federal, state and local governments to ensure the well-being of all customers and employees.
Dr. Colin Lentz, a dentist based in Dacula, Georgia explained his approach:
“In the unprecedented wake of COVID-19, our hands are tied when it comes to rendering treatment. Our general and cosmetic dental practice is currently closed because of state and federal guidelines. If someone reaches out to us with an emergency right now, I respond as quickly as I can, determine a recommended course of treatment over the phone, and find the appropriate specialist with access to CDC recommended personal protective equipment (i.e. N95 mask, gowns and face shields), which are being allocated only to hospitals/specialists.”