Has someone left you a 1 star review on Google? The digital age presents us with lots of new behaviours and social experiences. If you’re a Reddit user, you will know this all too well.
Keyboard warriors are especially painful to deal with, particularly if you’re on the receiving end. More and more customers turn online to express dissatisfaction, rage or disappointment.
For small businesses, this can be particularly hurtful. Not all reviewers are kind, in fact – some can be down right insulting.
Here are some steps you can take to reply to bad reviews, and avoid your online presence feeling “spoiled”.
Is the review fake?
1. If the review is fake, reply underneath saying “this is a fake review from a person who has not done business with us.”
That will give your potential shoppers peace of mind if they stumble across any “red flags” like a 1 star review.
It can be really tempting to reply with outrage – “We have never heard of you in the history of our business!” Don’t get into that. It’s a maniac online who has decided to scan the internet leaving reviews. They have no idea the angst it will cause you.
Is the review real?
2. If the review is real and you feel guilty as sin, it’s time to make things right asap. You could reply saying something like, “We are sorry to hear about your experience and would really like to make amends, please contact us asap so we can find a solution.”
This keeps the issue private and shows people you’re keen to say sorry quickly, and apply good customer service wherever its needed.
Was the customer abusive?
3. If the review is real but the customer behaved like a piece of shit, you *could* respond with something like… “We would have been very happy to make amends and find a resolution for your experience, however your unacceptable behaviour towards staff brought the situation to a stalemate. We will not be supporting your query any further.”
This shows that you have a clear boundaries and protect your team which usually goes down well with everyone.
Has the review made you feel angry/anxious/nauseous?
4. Don’t take it personally. People can attach a lot of pride and self-worth to their google business profiles. I know that it takes months if not years to accrue reviews, and with SEO chopping and changing every year, Google business profiles give the local clout that so many of us need to be seen first.
The truth is, the people out there who love your business and think you’re great will tell their friends. Your success, and future success do not solely rely on those little gold stars.
Don’t let a few bad reviews become a reflection of how you value yourself or your business.
Bad reviews happen
Lastly – not many people manage to go their whole career without a bad review at some point. The more popular you become, the higher the odds are that someone will lash out from behind a keyboard.
Remember; you can be the sweetest peach on the tree – but some people just don’t like peaches (if anything, peaches might make them really furious).
It’s not always your problem. Let it go. 🙂 🎈
Catherine
The Online Presence Specialist
07305 894 584
jarvisclothier@gmail.com
www.onlinepresencespecialist.co.uk
About the Author
Catherine Jarvis Clothier is a digital marketer and online presence specialist living and working in Kent, UK. She has worked in unusual UK businesses for over 10 years across the South of England, particularly in automotive and therapy-based enterprises. Catherine specialises in social media, SEO and web design. She can be contacted here for online business consultations.