Armed with relative anonymity, customers don’t hold back when they feel they haven’t been treated well, and these reviews can sting. It may be business, but your work feels personal when you’re pouring your energy into something — and someone doesn’t like it.
Here’s the silver lining, though: When people share their feedback online, they’re also giving you the opportunity to transform that criticism into new customers. By facing negative reviews head-on and graciously resolving outstanding issues, you lead with customer service. You show a growing community of people just how you run your business.
After all, no one is perfect. It’s what you do with imperfection that counts. Here’s our rundown of making the most of each bad review, so you can turn your worst nightmare into something positive for everyone.
Copying and pasting doesn’t add any value to the customer — if anything, it’s almost offensive. This choice says, “This complaint means so little that it doesn’t merit a specific response.”
When apologizing for an issue, a gracious tone is everything. Warm, appreciative language can prompt readers to reconsider a reviewer’s negative experience. In short, being gracious disarms people — even irate complainers.
Whether you are selling a product or offering a service, it is important to provide your customers with as much information as possible. Many negative reviews are the result of lack of information in a customer’s part and could have easily been avoided if information were easily available.
It is difficult to keep track of everything. Negative reviews help business owners spot the few missing links in their system. This is one of the greatest things about negative feedback. Pay attention, make the necessary changes and use it as a chance to improve.
In 2012 after a “family meeting”, my wife, one-year-old son and I moved back to the farm.
His parents were still running the farm, but they were struggling with the new demands of small business marketing. They had always relied on word of mouth and regulars returning… but the landscape had now changed, hospitality owners are now expected to have a marketing degree to survive in this day and age.
He applied his marketing knowledge to The Grainary, and things began to take off. It was unbelievable – in 18 months, he achieved a Top 3 position on TripAdvisor, new direct bookings increased, and Facebook page was now the highest followed independently owned business in the Scarborough area.
The experience got him thinking and he created BOOSTLY to boost direct bookings for hotels, guest houses or self-let properties. I use effective digital marketing methods that produce life-changing results.
Voted by Feedspot - Mark's Boostly - Hospitality and Hotel Marketing Blog is among top 10 UK Hotel bloggers in 2018