88% of customers have read reviews to determine the quality of a local business. That means 9 out of 10 of your prospective customers will read your online reviews before making their buying decision!You’re thinking — great! I have nothing to fear, my online ratings are fabulous!
But remember, amongst all those 5 star reviews, you also have a few 2 stars dark 1 star ones that do little to praise you. Those reviews which singlehandedly dishonour your entire hard work with spikes of hurtful comments.
The hurtful review, in all its glory, is most likely written by your a paying customers. What’s your business without paying customers?
The person writing the review had some expectations about your business which obviously have not been met.
Your prospective customers will also read these reviews. this could be your chance to pitch to them!
Never be defensive — Take ownership
Remember, they are your customers, they chose your business and paid for your service, from so many other options that waved their marketing gimmicks into your customers’ faces!
They are unhappy with you because of something, maybe that something is negligibly small or even totally misjudged. But do not get all defensive saying you’re not responsible.
Even if it was your supplier’s fault or if some celestial meteor suddenly ripped your kitchen, YOU are responsible for your business. So pick up the baton and claim ownership.
Own up to the mistake and tell them how you plan on rectifying the mishap, if possible. You know, sometimes your customer just wants to be heard.
Be grateful to the reviewer - Thank them
Humanize the situation
“We are deeply sorry to hear about your experience at The Batman Resort, hoping to serve you better next time!”
See the other side of things
Think what you would do if you encountered such an issue yourself,
And then rectify the matter.