Losing SleepOver a Negative review? —Part Two
Part two of “Losing Sleep Over A Negative Review” was never published until now… we’re continuing our discussion on how to deal with “Bad Reviews.”
After all, there is a reason that you decided to go into business for yourself, to be your own boss. It obviously wasn’t for the freedom! Was it?
Focus on your goals Every morning remember why you are doing this, remember what it is that you are trying to provide. The product, the service. Whether it’s hot apple pie, that mom used to make, selling that hot new solar-powered power drill or providing tech support to your clients. It’s important to stay true to your objectives as both a business and an individual.
When receiving or hearing about that negative review, there is a sudden urge to micromanage or to enact drastic changes. Micromanaging can be self-destructive, time-consuming, and ultimately, a significant distraction as you lose focus on what you’re supposed to be doing, running your business. Think about it; this is what your competitors want; they want you to fail. Unfortunately, Social Media, in a way, ensures a form of isolation.
And all this time everyone thought that Facebook was designed to enable people to communicate with each other.
Nope, all the sharing and liking were used as a drug to get people hooked on checking Facebook non-stop.
Published on November 09, 2017. By Garett Sloane.
DO YOUR DUE DILIGENCE
Before you reply to a negative review, do your research, ask questions. Read the bad review, circulate it around your staff members, tear it apart, and as mentioned before, ask questions. Try to think of the circumstances and the reasons this review was given to prepare a response. Look at the details, is the information provided in the online review too precise? Meaning, would a client know the actual numbers, would they know your recipe? For example.
Do not wait too long to respond.
Timing is always a key factor. There is an old saying that goes, tackle something while it is fresh in one’s mind. The faster a negative review is addressed, the more manageable the discussion. Make information available, clear up any possible misunderstandings, and reply to any initial inquiries. A negative review can quickly be turned around with a quick response. Customer service shows professionalism and integrity.
WHAT HAPPENS WHEN SOMEONE WRITES A REVIEW YOU KNEW NOTHING ABOUT?
It’s outdated; the publisher will not write a retraction, or even allow you to refute the claims.
Not knowing about a negative review can place you in a precarious situation, it’s difficult, but it does happen. Do you remember in our earlier article how I mention that a lot of the news posted on the Internet, is deemed fake? So read the review with a grain of salt, if it is indeed, really bad or damaging, then address it, even if it is outdated and post it in a forum on your website, on Social Media, or have it in a booklet by the cash register. Include the authors name, the publication, the date, and provide hard evidence that the comments made are false.
For example, if you serve 2000 hotdogs in a week, and only one person has complained, what does that say. Back the comment with hard facts, a smart client will be able to see through the fog and the noise. These are the types of clients, which in the end, you want, successful people.
DID YOU KNOW THAT LISTENING IS A VITAL SKILL SET?
Customer reviews come in many different flavours today. From the written text to nothing but acronyms, to the modern day style of hieroglyphics, the Emoji. You’ll have days where you’ll read a review, and you’ll find that you can manage a reply. Other times you’ll read a review and second guess yourself.
In some cases you can establish contact, if that is an option, do not be alarmed if the response is not as warm and fuzzy as you might expect. This parts very important, listen, do not judge the person, but at the same time do not ignore the client or the situation.
Ignoring a negative review does not make it go away; in hindsight, it may make things worse.
Published in Evolving Media Chronicles, Fall 2018.
Written by Jeff Poissant, RGD
Edited by Kevin Burns