- Vanita Maharaj
How To Handle Bad Online Reviews in the Caribbean
It’s a sad fact of life that your business is probably going to get a bad review one day. It’s not the end of the world though, if you can handle the situation properly.
Bad reviews can actually be a good thing if you learn from them and address them in a way that lets you keep the customer.
Let’s take a look at how to deal with them:
If your customer is annoyed, they’re going to want to hear from you as soon as possible. It’s important that you address their concern as soon as it’s posted to avoid the situation escalating any further or making it seem like you don’t care.
Let your customer feel valued by giving them prompt attention.
Try to monitor your reviews often so you can get to them quickly.
Don’t Be Defensive
Never take things personally. Even if what’s being said isn’t true, be polite, understanding and professional. State the facts, and never blame other people for the problem, or create excuses. Your goal is to try to rectify the situation as best as possible, not to prove your innocence or cast blame.
Have a One-on-One Private Discussion
Try to contact the customer by messaging them directly, or leaving your contact details so they can speak to you directly. Have a one-on-one discussion with them that’s personal, private and lets them know that you really want to listen and help fix the situation.
Do Something About It
Be sure to resolve the situation in a tangible way. Don’t just say “We’re sorry, it won’t happen again”.
Offer a refund or discount on the product or service if possible, or a discount they could use on a future purchase from your store.
If they’re upset about a service provided, let them know all the ways you’re going to work towards improving the service so you can see them again in the future.
Let the Public Know It’s Been Handled
Once the bad review is resolved, don’t delete it - you could leave a public reply stating what’s happened, to show other customers that the situation has been dealt with and that you’re transparent and committed to offering good service.
The main thing is that you don’t take the bad reviews personally. Every business will get bad reviews - it’s how you deal with them and learn from them that’s important.
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