Being savvy about responding to online reviews is an uncommon talent. When someone posts something negative about your business, your first reaction might not be suitable for public view. Your position may be absolutely justifiable, but that’s not going to get you where you want to go.
Managing a business’s online reputation has an important goal: to present a clear picture of your business for potential customers. In absorbing what’s being said online, consumers will cultivate expectations of your business. Trust develops once you deliver on (or exceed) those expectations. Your task then becomes accurately conveying those real experiences in your online interactions.
Here are great examples demonstrating the wrong way and the right way to respond to a negative review:
The wrong way
I came upon this review by way of my client. Coincidentally, we’ve been working together on strategies for their online reputation management, and she’s been keenly aware of feedback-her customers’ and her own.
She gave this business a three-star rating on Facebook, and the business responded. Keep in mind, this exchange is there for all to see:
What went wrong?
The right way