So, what do you do when you get a one star review?
1. Don’t ignore it. Pretending it doesn’t exist doesn’t make it go away.
2. Don’t let emotions overcome you and your response to the negative review. Remember, it is your business being reviewed. Not you personally. If you feel like your emotions are getting the best of you, step away from responding at this moment. Come back to it after you have cooled off.
3. And, yes, you need to respond. YOU, as the business owner, not someone that is not intimately involved in the day-to-day operations and understanding of your business. Delegating this responsibility to someone that doesn’t know will not help to craft an appropriate response.
4. Offer a sincere apology. Read this article by Maralee McKee about how to give a sincere apology.
5. Express empathy towards the situation and express a legitimate reason why the situation occurred. It is your responsibility as the business owner, to be accountable for the wrongdoing or poor actions of any employee or representative of your company.
6. Extend an invitation to connect with you — by phone, writing, in person, etc. If during the poor review you noticed that the complaining reviewer did not seek out to speak with someone at the time of the incident, extend yourself to talk with him or her and express the wish that they would have come to you while it was happening. An invitation to connect with you now shows you care about rectifying the bad experience. Extending a way to make the situation better will help show your willingness to make things right.
7. At the end of your response, reiterate your apologizes and ask that they give your business a second chance. Be sure to identify yourself as the owner or upper management of the business. Your direct phone number will make it easy for them to contact you further.
One Star Reviews are part of doing business
Do you need help setting up an automated online review system so your customers are filling the Yelps, Googles and Angie’s Lists of the world with positive reviews?
Michele, and her team at Daae Consulting, can help you with a full-service online review management system. We’ll show you how to double your word-of-mouth referrals with positive online reviews. Give us a call at 929-242-9565 or visit: www.micheledaae.com
With over 25 years of marketing, merchandising, and fundraising experience, Michele is now consulting non-profits and women owned businesses to market in a meaningful, result-oriented way. Her main base is in Colorado, USA. She’s a foodie, world traveler, and happiest at home with the people she loves.