11 May Top 5 Tips for the Reputation Management of Your Business
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We have all had it happen to us. Checking out your social media pages, Yelp page, and TripAdvisor account then you see it. “Worst place ever! NEVER going back” A long one-star review about how your restaurant is the worst and your service sucks. We get it. It’s the worst feeling, you just want to delete it and act like it never happened. Or worst, aggressively respond to them and now you’re the next viral trend going around the internet. Well good for you for reading this cause here are some tips for dealing with those negative reviews.
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Tip #1: Answer them quickly and specifically
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As soon as you see that review respond to it. Don’t let them wait while you respond to all the positive reviews. A negative review is nothing to be ashamed of. When responding answer them by their name and thank them for the feedback. Adding the personal touch will make the customer feel like you are really listening to them. Don’t dance around the issue, specifically address the problem the customer faced on their visit.
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Tip #2: Be neutral in the response
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It can be a bit hard to not take the review personally. But instead of getting personal and emotional be professional. Take a deep breath, maybe step away for a second. Arguing with the customer on how they are wrong in their review will just make it worse. Be cool, calm, and collected. Don’t ramble on too much just address the points made.
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Tip #3: Light Marketing
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Explain the normal at your place and what customers usually experience. This can be done when you are addressing the issue. Tell them how the food, place, seat, overall experience usually is. That way they know what happened to them doesn’t happen often. Maybe even tell them about new changes to your restaurant or bar. That way they can try out your new food or drinks.
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Tip #4: Move to private message if needed
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But do respond in the public review area. Tell the customer you will message them privately if the issue can’t just resolve in a quick response or it a very serious issue. Especially if they respond with more negative feedback. In that private message, you can really go into detail on the issue and fix it. Still though remain neutral and professional.
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Tip #5: Learn from the review
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Negative reviews can be a good thing. They may be even more helpful to you than the positive ones. If you have 3 negative reviews about the same thing you know it’s an issue you need to really fix and tell your staff about. Let your staff know about these reviews so they can learn from it too. You can even get ideas for new drinks, plates, and even promotions from the reviews. If you don’t learn from the problem then you might make the same mistake again.
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Overall dealing with negative reviews is never fun, but you can at least deal with it in a professional matter. The end goal with these responses is trying to get the customer to come back and write a new review, but it’s also to learn how the community views you and how you can improve. There is always room to improve. We hope these tips will help when dealing with negative reviews in the future, and if you need more help with your social media management click here to contact Embark Marketing today!
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