When you get a bad review, you need help. You need to keep your cool and understand the right things to do.
First ~ Walk Away
It’s stressful and horrible to get a bad review. Get away and distract yourself so you have time to calm down.
Second ~ Talk about it
Again, talk with your employees, other business owners or friends. Take some time to realize that they might not actually be reacting to you and your service (or product).
Third ~ Respond Promptly and Professionally
Google does penalize your ranking for a negative review, that’s true. But if you respond within 5 days, the score won’t be as bad as it would if you didn’t respond at all.
Remember to put on a professional face. Don’t argue with their review. Just thank them for being a customer and invite them to contact your business or give them a solid NON-EMOTIONAL reason why things turned out the way that they did.
I had a client who got a one-star review from the nicest grandma. The review was glowing but the star rating didn’t make sense. She was perplexed. “Just call her” I advised. It turns out that the grandma had thought that 1 star meant “number 1 service”. We used these steps for the grandma to change her rating. Lesson? Get all the information!
Avoid Negative Reviews in the First Place
With our review management software, we put the opportunity to review your business EVERYWHERE ; on your website, your email signature, your socials, etc. When you use our software and someone is unhappy with your business and they click on “thumbs down”, it sends them to a contact form- not to Google. This gives your business a second chance at communication and a way to solve the situation before it escalates.