Reviews are critical in the world of social media. People rely on them a lot. Whether it is Yelp!, Facebook or Google, reviews can help you reach your customers.
One of the questions I get the most from my clients is about how to respond to bad feedback. Here’s the thing, bad reviews aren’t bad. I know, I know. We get defensive, we want to explain and argue. Maybe we were short staffed that day. Maybe the food was coming out of the kitchen a little slow. The thing is, it DOESN’T matter. Consider them growth opportunities. Don’t shy away from responding to them.
Here are several ways reviews help you:
- By showing your customer service;
- By showing your willingness to take on issues head-on;
- By showing your willingness to listen and consider other people’s feelings;
You should absolutely respond to bad reviews in the most positive and professional way you can, even if you know the situation was not your fault. Explain your side if you must, but avoid blaming or discounting the customer’s feelings. Extend the opportunity to improve the situation by talking it out. Most of the time, angry customers just want to be heard.
Another thing to remember is that you can’t make everyone happy. You don’t have to. Most people know and understand this. Trying to act like your bad reviews don’t exist, acting like you don’t care, or arguing on social media about why you are right will not do you any good at all.
Remember, reviews are a powerful thing on social media. Good or bad, they will help you attract new customers. It is your chance to earn a life-long customer. Always keep that in mind when you are responding and think of a way to respond that shows you care that they had a bad experience.