So You've Had Bad Reviews
Bad reviews on Google, Yelp or facebook? Don’t sweat it.
You can’t control the review, but you can control how you respond. Resist the urge to snipe back!
Yes, the internet is free rein for venting. Oh, how they vent, sometimes in negative and disparaging ways.
Users gobble up these reviews, but they also read your responses to negative remarks, and your words matter. Sincerity, honesty and integrity are generally super important to review readers. They want to know you care about customer experience, both good and not so good. They go low, you go high.
Google, Yelp and facebook are platforms that rely on customer reviews to convey what an experience with a certain establishment would be. These channels are valuable tools to showcase your customer service priorities.
Don’t be impulsive or react to complaints with emotion. There are artful ways of responding to negative reviews that can have an impact on readers’ opinions.