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In short, positive reviews are a powerful way to drive customers and clients to your small business. Chances are low, but bad reviews do happen. If someone slams you online, how should you respond? You try to run your business as best as possible, so a bad review can feel like an attack.
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Yes, it is best practice to respond, but my advice would be to work towards diffusing the situation rather than getting into a he-said-she-said war of words online. Your reputation depends on it. While it may be tempting to set the record straight, it's seldom ever productive, may be seen as a challenge, and could easily look unprofessional at best , or even spawn brand new negative reviews on other services such as Yelp or the BBB yikes! The first thing you should do is figure out if the reviewer is an actual unhappy client. Complainers, fake reviews and even less ethical competitors are commonplace. Once you know the person is real and that the complaint is real, you should contact them to ask how you can make it right.
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Posted by Tara Johnson on June 7, in Ecommerce. In fact, with so many built-in, on-site rating and review features, many even invite them right in. Bad reviews actually give you power as a retailer. They give you an opportunity to use your brand voice, to right your wrongs and to deliver stellar customer service — and to do it publicly, where potential customers can see it. In fact, it can actually make matters worse.
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