Before getting into the weeds, it's important not to despair as disastrous online reviews pretty much happen to every business from time to time. If you take a positive approach towards the review, there is still a chance to maintain your reputation.
The worst thing about reviews is that they only tell one side of the story that you might not be aware of and leave you to deal with the fallout. Let’s get started with the best way to deal with a disastrous online review for your business.
Gather facts about the product or service and collect your thoughts
After reading and determining the need for feedback to be provided, take your time and examine the facts presented about the products or services that you are offering. Calmness and level-headedness will greatly help you in figuring out how to handle the bad online review.
Talking directly in such a situation might prove to be a good solution. You can use office phones from Headset Plus to reply to your client via phone after gathering all relevant information about the negative review.
Headsetplus.com is one of the leading online retailers that offer telecommunication gadgets to enhance your business communication process.
Decide whether the review needs your response
The faster you deal with your emotions towards a negative review, the better the chances of your business survival. Surprisingly, not all reviews are that bad. The minor complaints raised in the review should never be ignored as they build up to something worse than you think.
If you think that the review needs your response, let it be specific, short, and show that you appreciate the reviewer for the feedback provided. Adding a lot of details will give the public a good chance to criticize your business, and that might be the dawn of its downfall.
If possible, reply privately
Sometimes a minor issue that the customer is rising might easily be resolved through a phone call or an email. But, of course, it's always advisable that you deal with the customer privately to avoid any communications that will draw the public attention.
It's always important to indicate on the public chat that you have replied to the review on the private chat because maybe another person had a similar issue and thought you would address it there. This will give them the opportunity to seek more clarification via the contact details that you have provided.
Reply publicly
If you are confident about the response that you will give, it will be necessary if you reply to the negative review publicly. In this case, you need to articulate everything correctly because your response may trigger the reviewer to continue responding in an even worse manner.
Remember that if you have been offering good services or products and built a positive working relationship with most of your clients, they may chip in and defend you. Some may explain how the products work and the correct ways to apply them as they have been doing.
Let your response be professional
Do not assume that you are dealing with the general public that you can easily fool with your tricks. On the contrary, it's good to present the response professionally with all issues raised and tackled systematically, as this will show the level of seriousness with which you treat your customers.
With all public replies directed at you, winning the argument may never be a bed of roses, and you should never aim at achieving that. Instead, offer a solution, and everything will fall into place if you only address legitimate concerns raised.