How to Respond to Bad Online Reviews

In an increasingly digital, on-demand world, that’s so closely and quickly connected, it’s easy to find out about a business before you do business with them. It also provides an environment where customers can cast your business in a negative light on a very public forum. Let’s face it, you won’t please everyone that does business with you and that can easily lead to a bad review. Before you know it, others jump on the bandwagon because someone else has taken the first step.

What’s counterintuitive is not all bad online reviews are bad for business. For those who already know your company and appreciate what you offer, those reviews won’t matter. What’s more, consumers who read reviews usually do give deference, putting things into context. Future customers are likely to weigh the good with the bad and make an intelligent, unbiased decision. However, this isn’t to say that not responding is the best course of action.

Ways to Respond to Bad Online Reviews

When your company receives a bad review online, it’s only natural to do one of two things: label the person who wrote it as a blithering idiot or just ignore it. Of course, the former is a one-way ticket to the insanity of trying to win an argument that can’t be won or even resolved. The latter tells people that you just don’t care enough about your company’s reputation. While the second option will certainly do less damage, it isn’t necessarily the best way to go.

Most customers won’t write you off based on one negative comment. Many, however, will gain respect for your business if you respond to the comment in a pleasant and helpful way. Of course, that’s not easy to do when you pour your life into a business and someone bashes it online. Your immediate impulse is to return fire. Don’t do it. Back slowly away from the keyboard and collect your thoughts. —Forbes

What you ought to do is approach your business in a proactive manner, which you’re likely doing naturally. In other words, providing the best you can at a reasonable price, meeting or even surpassing customer expectations. However, it’s nearly inevitable that you won’t please everybody and out of those, there will be at least one that takes to the internet to voice his or her negative opinion. Of course, your business will be cast as incompetent, uncaring, or just bad all around. What you do next will determine how a bad review affects your business. So, try these tips to turn a negative into a positive:

  • Don’t respond right away. It’s almost cliche to give this advice, but it bears repeating. The more in-the-moment you are, the more difficult it will be to respond objectively.
  • Leave your emotions and personal bias aside. Yes, your company is your very life and you’ve pleased so many others, this seems quite unreasonable, but it might be legitimate.
  • Try to learn from what’s being said. Don’t just take the comments at face-value, dig into what’s between the lines. You might just discover that there’s something awry you’ve never noticed.
  • Be brief but clear. Your response should not be a novel and it shouldn’t go off into tangents. Make a brief, clear statement so others who read it can form a sense of the situation.
  • Offer a reasonable solution. It might be the last thing you want to do, but offering a discount, or something else to make peace can work wonders.

What you should never do is try to win an argument. You’ll look petty and it will appear to future customers that you don’t work and play well with others because you’re always in-the-right. Keep a level head and approach it with empathy, you’ll probably be surprised by the results.

[shareaholic app=”follow_buttons” id=”26833294″]

Like this article?

Share on Facebook
Share on Twitter
Share on Linkdin
Share on Pinterest

Related Posts

Tips for Choosing a Brand Name

Okay, so you have a great idea and want to launch a brand. You’ve got plenty of inspiration in every other aspect. But, when it comes to giving it a brand name, the well is just plain dry. So, you’re looking for various ideas to give you some direction. Well, one thing is for sure, it’s got to resonate with people. Or, does it? Now that’s a scary thought. However, it’s a necessary thought-experiment. Differences between a Company Name and a Brand Name Let’s first look at what we’re actually talking about. If you’re going into a trade or profession, it’s customary and wise to go with tradition. In other words, if you’re going to open a specialty bakery, it’s perfectly okay to go with something like “Little Miss Muffin.” People will get it. Although, you might toy with the prospect of giving it a more eccentric name. Just be aware, doing so is a big gamble. Throughout the entire life cycle of your business one thing is constant – your business name. And this means getting it right, the first time. Why? Consider this – assuming you optimize your Web site, post your business on local online listings, develop a social media strategy, and deliver a great service, your business name and all that it represents will go viral (and hopefully in a good way). —Small Business Trends That’s really the difference between a company name and a brand name. Think about it this way. If you were approached in 2005 and asked “What is Facebook?” Or, “What is Twitter?” Could you answer? Nope. The reason why is obvious, neither existed back then. But today, they are household names. Even though their names do not describe what they are or what they offer. Tips for Choosing a Brand Name Let’s put it another way, when you choose a brand name, you’re giving your entity a brand or an identity. Now, it makes sense to name it after yourself or to take off from an existing brand. But, doing so creates some problems. So, here are some helpful tips on how to choose a brand name: Conduct several web searches. Dropbox. Twitch. YouTube. Though familiar to nearly everyone now, at one time, these were unknowns. A good place to start is simply by searching the web to learn if there’s already a spot-on or similarly named company out there. Compare and contrast what’s out there. Speaking of out there, once you begin to identify organizations, take the time to compare and contrast what’s similar and dissimilar. It’s definitely worthwhile because you’ll learn important lessons. Find something that will set your brand apart. Of course, you’ve got to pick a brand name that will set you apart from the competition. But, don’t go too far out or you might confound anyone who encounters it. Don’t rely on incumbent brands because it’s a mistake. One the other side of the coin, some organizations take an approach of building off another entity. For instance, publications like “Android Police and Mac Rumors.” While these make sense for the present, they could well look outdated in the future. After all, Google might rebrand its mobile platform or Apple could very well come out with a new line of computers. What other suggestions do you have for choosing a brand name? Please share your thoughts and experiences by commenting! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Read More »

I’m Struggling with a Staff Shortage and Inexperienced Workers — What can I Do?

There’s a popular meme going around the internet right now that reads, “Everyone is short-staffed, please be patient.” It’s a polite reminder of the current environment amidst serious disruptions in the supply chain, scarcity of materials, and most importantly, the lack of workers. Last week’s employment numbers were, to say the least, unimpressive, coming in at about half of what economists forecasted. Such a tight labor market means that businesses can’t afford to be picky in order to staff their operations. Unfortunately, this means that some companies will hire individuals that are completely inexperienced in their industries. This causes two major problems simultaneously and business owners and managers must deal with both. Hiring during a Labor Shortage Hiring is always challenging, even during normal times. But it becomes far more problematic when the labor pool is so very small. It sometimes necessitates relaxing some qualification standards and can even mean abandoning those parameters outright. Although it’s best to screen applicants as normal, this might not be realistic. The process of hiring a new employee doesn’t end when the offer is accepted. A key part of onboarding new team members is training. Having a good training process in place is crucial for making the new hire feel comfortable at your company – it’s also a great opportunity to communicate your business’ culture, encourage good habits and ensure alignment on long-term goals and strategies from the beginning of the relationship. —National Federation of Independent Business The result can easily lead to hiring individuals who don’t meet your expectations. It’s important to remember that this isn’t your fault or even theirs. It is simply a reflection of the economic circumstances of the times. So, there’s no personal blame assignable and it’s best to set this aside and address the most real and immediate problems first. Strategies for Training Inexperienced Workers Exasperated business owners can successfully transform inexperienced employees into productive team members by doing one or more of the following: Exercise patience. Your very first order of business is to put yourself in the right mindset. You yourself were probably once green and inexperienced. Just as then, these individuals will need to learn the trade. So, give them a stripped-down, crash course. Begin with the highest priorities first and make this repetitive so it quickly becomes second nature. During this time, you’ll need to be patient as they struggle through a learning curve. Create a boot camp course or environment. If you’re in a franchise business that already has training materials, make good use of these. If not, come up with a simple, point-by-point flow chart that your employees can follow and build a productive routine. Make this process as simple as possible, highlighting the priorities over and over again. The point is to get them as familiar with the operations as possible without confusing them with extraneous details and/or minutia. Offer incentives. A great way to motivate your inexperienced hires is to give them rewards when they reach certain goals. Remember, they’re the ones who showed up for the job in the first place and therefore have the work ethic that you would expect. Put this self-starter mentality to work to your advantage by offering little incentives when they reach milestones. This will also help you readily identify the leaders in the pack and will also reveal who isn’t actually motivated. What other suggestions do you have for training inexperienced workers? Please take a few moments to share your thoughts and experiences so others can benefit from your perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Read More »

How Established Businesses Can Smartly Break into Emerging Cottage Industries

How Established Businesses Can Smartly Break into Emerging Cottage Industries The business landscape is constantly evolving, and emerging cottage industries are a testament to this incredible dynamism. These small-scale, niche markets often represent new opportunities for both startups and established businesses alike to explore. However, established businesses face unique challenges when entering emerging cottage industries. So, let’s go ahead and take a look at what to expect. Why Established Businesses Should Consider Entry Obviously, existing companies with a solid customer base would expect to grow their profits by getting into new spaces. But, there are other advantageous motivators. For instance, established businesses should consider entering a new cottage industry for several compelling reasons: Diversification. Entering an emerging cottage industry can diversify an established business’s product or service portfolio, reducing reliance on a single market. Growth potential. These industries may be in their infancy, offering significant growth opportunities for early entrants with proven business skills. Consumer trends. Many consumers prioritize local, artisanal, and sustainable products, making these markets attractive for established businesses. Plus, getting into a cottage industry can create a competitive advantage. Entering early can establish a strong foothold, making it difficult for competitors to catch up. Strategic Ways Established Businesses Can Enter New Cottage Industries Emerging cottage industries are small, niche businesses that are often based on traditional skills or crafts. They are usually started by passionate individuals who are eager to share their products and services with the world. Established businesses can see a number of benefits to breaking into emerging cottage industries. These industries can offer new opportunities for growth, innovation, and differentiation. They can also help established businesses to connect with new customers and markets. However, there are also some challenges that established businesses need to be aware of when breaking into emerging cottage industries. These industries are often highly competitive, and it can be difficult to gain a foothold. Additionally, established businesses may need to adapt their business models and strategies to succeed in these new markets. Here are some tips for established businesses on how to smartly break into emerging cottage industries: Do your research. The first step is to identify emerging cottage industries that are relevant to your business and that have the potential for growth. Once you have identified a few potential industries, research them thoroughly to understand the trends, the competition, and the customer base. Identify your niche. Once you have a good understanding of an emerging cottage industry, you need to identify your niche. What unique value proposition can you offer to customers in this market? What products or services can you provide that no one else can? Partner with existing businesses. One of the best ways to break into an emerging cottage industry is to partner with existing businesses in that industry. This can give you access to their customer base, expertise, and resources. Invest in marketing and branding. It is important to invest in marketing and branding to build awareness of your business and your products or services in the emerging cottage industry. Make sure that your marketing and branding are tailored to the specific needs and interests of your target customers. Be patient and persistent. It takes time and effort to build a successful business in any industry, but it is especially important to be patient and persistent when breaking into an emerging cottage industry. Don’t expect to see results overnight. Entering emerging cottage industries can be a rewarding venture for established businesses. With thorough research, strategic adaptation, a commitment to authenticity, and a long-term vision, these businesses can successfully navigate and thrive in these promising markets. By understanding the unique dynamics and values of cottage industries, established businesses can harness new growth opportunities and stay ahead of the curve in an ever-changing business landscape. Interested in learning more about business? Then just visit Waters Business Consulting Group to learn more about us and the services we offer. You can phone 602-435-5474 or send us an email.

Read More »

Imagine Selling Your Business…

How Would Your Life Change?

You didn’t start your business just to stay busy—you built it to create freedom, security, and options for yourself and your family. Selling your business can be life-changing, but the real question is whether you’re intentionally building toward that outcome or simply leaving it to chance.

Sign up below for a free consultative session to learn what your business could be worth today and in the future! 

Thank you for your interest in learning what your business is worth. We will be in touch shortly.