"There are two options to respond to him, either publicly or privately. Which one would you recommend?" - Carol J.
An unhappy customer gave your business a negative or bad review on Google or Yelp. With so much importance placed on your online reputation, each and every review - positive or negative - has weight that effects how potential customers view your business. So how do you respond to this review?
Here are some tips on how to respond to bad reviews online:
1) Respond publicly for sure. People who read your reviews need to know that you respond to positive AND negative reviews and that even if unpleasant, you are willing to work it out.
2) Try to take it "offline". You don't want to say anything that will prompt a response online. Ask them to contact you directly by phone or email. Try to avoid asking questions, telling your side of the story, or bashing the customer's opinion.
Response Example: "We are sorry for your experience at XYZ Restaurant. We were not aware the of the mix up with your reservation. Thank you for bringing this to our attention. Please contact us to fully discuss your experience so we can make it right for you."
3) No blame. Do not place blame on the customer, or assume blame yourself. Again, you don't want to start a "flame war" for the world to see. Don't be defensive, even if they were complaining directly about you. It's business, and should be treated as such. Avoid the drama.
4) Listen to your customer. Let them know you are listening and a real human by repeating back part of their complaint in your response. Be pleasant, honest, and secure in your response.
Response Example: "We are sorry your tire went flat right after the new tires were put on. We take care of our customers and appreciate you taking the time to let us know there was a problem. Please give us a call and speak with Rob, our customer service manager, he will help in any way he can to get you taken care of."
5) Make it funny. If humor fits, make it work! If you can turn the unhappy experience into a funny, charming story it works wonders. It shows your future customers that you care, you respond, and you take care of your customers - and everyone will see that.
Response Example: "We are sorry you saw us on a bad hair day! We always shoot for the moon, and we try to make every day a 10 out of 10. Please give us a call to discuss your particular experience, we will work with you to resolve this issue to your satisfaction. Thank you for taking the time to let us know how we can improve."
6) Humble yourself. If the customer has a valid point, thank them for bringing their bad experience to your attention. Tell them how you plan to correct it.
Response Example: "We are so sorry you saw our bathrooms in that state. We work hard to keep our facility clean and we will be placing extra attention in that area with a schedule to check the bathrooms frequently throughout the day. Give us a call to fill us in on the details. We invite you to try us again, please contact us to receive a free combo on your next visit."
For good reviews thank them for their comments. For negative reviews, you can offer them a special incentive to try you again, like 10% off their next visit, or free products, or free services, or something that will make them want to come back to give your business another shot. The best press is how you handle these situations for the world to see.
Here are some additional tips on how to respond to reviews online:
http://www.google.com/support/places/bin/static.py?page=guide.cs&guide=28247&topic=28307&answer=184271
https://biz.yelp.com/support/responding_to_reviews
If you are just not a creative writer and you need help crafting your review response don't be afraid to ask for help. Ask for help from a friend, family member, co-worker, husband or wife, or from an experienced web professional.
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