A scathing review spread across a multitude of online channels can push the calmest business owner over the edge. But before your seething gets the better of you, consider your next move carefully—the damage has been done, don’t make it worse.
Take a breath and follow this advice:
· Don’t ignore it.
· Don’t deny that there was an issue.
· Don’t argue with an upset customer online.
· Don’t pay to have it removed or have someone write a fake review to counter the bad one.
· Do respond—professionally and with tact—no matter how infuriated you may feel. Handling it well from the start can save face, time and a lot of headache for both parties
· Do apologize (even if it hurts a little) and do what it takes to make it right. Provide a direct line of communication, so customers can get personalized attention, and you can get the conversation offline and out of public view.
No matter how customer-centric you are, unhappy customers are an inevitable reality for every business. And although unpleasant, these issues can be eye-opening. They may reveal blind spots in service or where improvements can be made—a true silver lining take away after a stormy experience.
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