Feedback is essential within businesses. What do your consumers think? What can you improve? What are you good at? However, not all feedback is great – but don’t let that worry you. 
 
Statistics show that 88 percent of consumers are influenced by an online review when deciding what to buy and who to buy from. So, what steps should you take if you receive a bad review? 
The first and most important point is that you should never ignore a negative review. Take time to think about what your customer has said within the review as to not reply in a moment of anger and potentially cause more damage than necessary. If the complaint is genuine, sincerely apologise and take responsibility. This shows both the customer and future customers that you can handle criticism constructively and care about how your consumers feel. 
 
If you receive a review that you believe should not be discussed publicly, try to resolve the issue over a private message. This more personal approach will make it easier to communicate with the reviewer and help you gain a greater understanding of the problem at hand. If you do happen to reach a resolution privately, ask the customer to update their review to reflect on the new status of the situation. By doing so, readers will see that the issue was handled professionally. 
 
As mentioned previously, be thoughtful in your response but also ensure that negative reviews are dealt with promptly. Confronting the issue early will prevent additional comments and continued criticism. If the review is left too long, this can deter other potential customers. 
 
If you would like to know more, contact louise@bell4business.co.uk or visit www.bell4business.co.uk 
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