When someone leaves a bad review about your business, it can feel like a punishment of the worst kind! In this article, we’re going to discuss reasons for why someone would leave you a bad review, and what you can do about it.
There are many reasons that can come up for getting a bad review. It’s becoming an unfair world out there! The sad truth about customers is that they don’t care about all the countless hours you’ve put into perfecting your business idea. If they have a perceived experience that is undesirable, they are going to leave a bad review.
Then new potential customers could find that negative review and be turned away from giving you a chance to earn their business!
Bad reviews can end up on websites such as:
- Social Media Platforms (Facebook, YouTube, Twitter, Instagram, etc.)
- RipOff Report
- Yellow Pages
- Google Places
- Facebook Merchants
- Internet Blogs or Online Forums
The Most Common Reasons For Getting A Bad Review
1) Your Competitor Wrote a Bad Review About You, Which Was FAKE
They’ll use this as a tactic for trying to get customers to come over to their place instead. I think this is one of the most dishonest and unethical business tactics out there.
2) You Got Reviewed By an Impossible To Please Customer!
You had an impossible customer who you did everything for and they left you a bad review anyways. Sometimes people just have unrealistic expectations.
3) It’s A Personal Attack Against Your Business
It happens all the time, an ex-employee, significant other, or friend is upset with you. You’ll get a bad Yelp review because one of them wants to cause trouble for you. It’s their own special way of getting back at you.
4) It’s A Legit Review, And Your Business Actually Did Screw Up!
Your business could have made an honest mistake with a customer who wrote a negative review that was well deserved. Depending on the circumstances, that does not mean the review should stay up forever though.
Why Should I Care About A Bad Business Review?
Most small business owners will say that Online Reviews and Social Media does not matter for them. They get all of there new business by word of mouth marketing.
This type of thinking is changing in a big way!
I recently read an article called: Online Reviews vs. Word of Mouth: Which One Is More Important? The article summarizes an interesting trend: All new customers regardless of how they find you, are going to check your online reviews to verify credibility.
So the bottom line is this. Online reviews matter more than ever!
Here’s How To Battle A Bad Online Review
Online reviews are great when someone leaves something positive and it can make your business’s reputation really glow. But when customers leave a bad review, it sucks.
Here’s a list of things to try.
1) Respond To Your Online Reviews
Be actively involved and respond to all of the bad and good reviews. When responding, always sound professional and positive, even if the review is bad or clearly a fake. Use social media as an active communication platform that is positive with your customers. By being actively involved, you’re showing all new and existing customers that you take your business seriously!
BUT… Avoid responding to any reviews that could make a legal issue worse! If you’re not sure whether responding is a good idea, it’s best to just not respond at all!
Quick Note About Scammers Or Fake Reviews: Most likely scammers or fake reviewers won’t answer back to you if you confront them. If you suspect the review is fake, it’s best to not mention that publicly if you respond. Just keep it cool and report it to the online reviewing site as such. There’s a good chance it will be removed.
2) If Appropriate, Always Play Offense
By playing offense, you will deflate the air out of the negative reviews. Focus your time on offering a solution to fix the issue which caused a customer to write a bad review. You’ll show your customers that you’re on top of your game, and are taking care of any issues your customers experience.
Play Offense, not Defense!
3) Ask the Customer for Second Chance
You could request a follow-up with the customer when replying to the bad review. Explain you want a second chance to make things right. Never be angry or hostile in your response. Never blame them for being a bad customer either. Stay professional at all times!
4) Setting Up A Blog
Blogging is one of the best ways to combat negative reviews because it lets you manage your own Public Relations Platform to publish content which is positive. Then the search engines like Google or Bing will favor your blog articles over someone else’s review. If appropriate for your situation, you can also discuss in the open your side of the story for a bad review. If done correctly, your content will come up first in the search results, instead of the bad reviews. This is a basic building block of Online Reputation Management.
This is especially helpful when someone does a brand name search on Google for your business!
5) Stay Engaged On Social Media
You need to engage your customers on social media. The more people who are talking good things about you, the better credibility your business image has and will give bad reviews much less credibility. For the best results, it’s always best to hire a Social Media Manager.
Always handle the negativity with online reviews in a strategic and offensive mindset. Instead of being overly upset and feeling like the entire world is out to get you. Re-read this article several times and keep it bookmarked as a reference. If you need further assistance dealing with a bad review, it’s always best to seek-out professional help. Especially if it’s affecting you from getting a new customer or account.