It happens. A customer has a bad experience with your product, service or employee, and you’re left with a bad review. As a business owner, you might be worried that collecting Google Reviews may actually have a negative impact. But, knowing how important Google Reviews are for your business, you can’t let this deter you from collecting reviews. Here’s another way to look at it: a less than 5-star review now and then is actually a great time to show your commitment to your customers when you reply to them, and a great source of data to improve your business.
If you receive a “bad” review, you need to treat it very professionally, even more carefully than you would in person because this is now on display to everyone who sees it. Apologize, address your customer’s complaints, and explain how your company will work to improve. Of course, to do this, you need to be monitoring your Google Reviews regularly. Put one person in charge of checking and responding to reviews daily or weekly, so you know who’s responsible. Rest assured that the occasional imperfect review is not the end of your business. They can even help convert readers into future customers if you respond professionally and empathetically.
By reviewing and replying to your reviews, you’ll also gain valuable information and a better understanding of how your business, products, or employees can improve. For example, if you notice customers are complaining about your hours, you may be able to make changes to increase customer satisfaction and sales. Or if a certain employee is named repeatedly for inadequate service, they may require more training.
One of the effects of online reviews is the responsibility it requires of businesses. Transparent and committed business owners aren’t scared off by bad reviews. When a customer shares an experience that was unsatisfactory, they turn it around and use it as an opportunity to improve!