Have you ever faced a bad review? If not, you will at some point in business. It's inevitable.
So, what's the game plan when it happens?
Here's a nugget: 94% of consumers, according to a recent study, let a bad review sway their decision to avoid a business.
You've probably done the same on Yelp or elsewhere. The key? It's not just the bad review itself, but how many positive reviews balance it and whether the business responded.
Surprisingly, 53% of consumers expect a business to respond to a bad review, yet 63% say businesses rarely do. Here's the kicker: 45% of consumers are still open to doing business with a place that got a bad review if the business responds.
The response is crucial.
So, how do you handle it?
Never argue, never say they're wrong. Instead, respond and swiftly take it offline.
For instance, "Thanks for sharing your feedback. Sorry your experience didn't meet expectations. Let's discuss this offline." Or, "Feel free to reach out with further comments. We're...