When you get a bad google review. What do you do? Well, don’t panic, or try to run away, or try to fight back. Because this will make only a fuss that you don’t want to land in. Remember, its a worldwide network we are talking about. On the internet, everything spreads like wildfire. Be careful with your words and try not to harm anyone or anyone’s feelings. We know that it’s a business owner’s nightmare. As a person puts their time, blood and sweat into the company that they built from scratch, and one day, POOF! Your hard-earned reputation is tarnished by one grumpy customer with a chip on their shoulder. But don’t worry, take a deep breath and hold on tight to this post. Because here we are going to tell you how to improve the bad google reviews for your business:
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Don’t panic:
So what you got a bad review? It’s not the end of the world. Every business has one. There are more critics in the world pointing the gun to someone else’s head. According to some research, it is indicated that no publicity is bad publicity.
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Evaluate the situation:
It might be possible that you have received a false review from fraud or your competitor or some stranger you don’t even know. After receiving a bad review, check your records to see if that person is, in fact, a customer. If they are a previous customer, look at what they bought. Look at the time frame of service. Listen to customer service calls. The more you know about the situation, the better equipped you are to handle it, and prevent it from happening in the future.
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Respond to fake or negative reviews:
Even if you know that the review is fake, you need to respond. Because it shows the other reviewers that how you react to such a situation.
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Respond quickly:
Regardless of the type of negative review you got, respond quickly. Prompt action shows prospects that you’re committed to customer service. You not only need to make the complaining customer happy but assure future customers that the same issue won’t happen to them.
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Reacting to a fake review:
Google allows you to flag reviews that are fake so they can remove them. You can go to your Google My Business home page. And ask for a follow up from google on the flagged reviewed status, if just flagging the review doesn’t help. Or you do have an option to fill out a google form for a legal remove request.
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Be updated about the negative review:
Was that fraudulent one ever flagged? Was it removed? Did you redo that customer’s service? Did you refund them? Staying on top of what happens can turn your bad review into a good review.
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Rectify the situation:
If you keep getting negative reviews, or have gotten more than a couple, it’s not them, it’s you. Try to take this criticism as a boon and work towards it. Solve it, accept your mistake and ask the angry customers to give them one more chance to do business with you.
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If someone wasn’t satisfied with the product/service:
Assure your customers that you will mend your ways. Apologize to them and assure them that it won’t happen in the future.
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If someone left a fraudulent review:
Address the complaint and apologize for the dissatisfaction. You can also state it to them that you have not found them in your previous records and ask for contact information. If found fraudulent, then you can report them or flag the review.
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Be polite and brief:
Your reply to the bad review should be brief and it has to be quick. Own up to whatever the complaint is about. Apologize, even if it wasn’t your fault because you are the one who will be at loss. Offer to fix the problem and keep up with your promise.
At the end of the day, don’t worry because bad reviews can always turn into good ones. If you are true to your service and provide them a good deal of business. Stay true to your business and customers.