You work hard to gain customers, strive to provide them with the best service, and then anxiously wait for the reviews – hopefully someone will leave one, right? Well – we’re not here to discuss that. We’re here to talk about what to do when a review is less than perfect.
Were you wanting help getting reviews? Here is a great list of tips: 12 Proven Ways to Encourage Customers to Write Reviews (According to 100+ Marketers) by Databox
What to do if you didn’t get that 5 Star Review
Do not respond right away. First, give yourself a minute to process your emotions. It’s hard not to take it personally. You’ve poured everything into your business – you’ve thought about every detail, your work is impeccable – everyone else has been happy – what could possibly be wrong? It’s understandable to be upset, but you’ll need to get past that before you do anything else.
Next, think like a customer. You may never see the flaw in your transaction (and thats OK), but read the review as if it was in your own words. Try to pretend you don’t know “your side” of the story. If you take the customer’s word at face value, what would you hope the business owner’s response would be? Your reviews are read by potential customers – THEY are the ones you will be writing the response for.
Now, craft your response carefully. It is usually best to write a public response when you receive a less than perfect review. Keep it simple and professional (and leave your personal feelings out of it). Acknowledge the customer’s point of view and ensure your willingness to address it. Use a statement such as, “It is important for our customers to be happy with their transaction, and we are sorry to hear you are not satisfied. Please reach out to us at >insert contact information< so we can help.
Writing a public, professional response is a good way to make your business trustworthy in the eyes of potential customers who are reading your reviews.
We think it goes without saying that doing what you can, within reason, to resolve issues with your customer is the best policy. Providing good customer service during the process might encourage them to revise their review, but more importantly, they could become a good referral or loyal customer.