Something you’ve been dreading has happened: you received a bad online review. Whether it’s your Yelp page, Facebook Business page or Google business reviews page, the damage is done and it’s public record. Worst of all, the review only tells one side of the story, leaving you, the (hopefully) innocent business owner, to deal with the fallout. Wondering how to handle a bad online review? Read on.
Don’t despair; these things happen. As long as you take the right approach, you can still maintain your reputation.
When you get the notification that a not-so-flattering review came through, take a deep breath and remember:
- that bad online reviews happen,
- it’s not the end of the world,
- there are plenty of things you can do about it.
While you can always let a negative review be—and that’s sometimes the best course of action—you can also reach out to the reviewer, establish a genuine relationship and work to change their perspective.
Remember, the goal of reaching out to a negative reviewer is to show other readers that you’re a concerned business owner who listens to customers. If you get them to remove or change it, that’s icing on the cake. Now let’s get started on how to handle a bad online review the right way.
Sometimes reviews aren’t all that bad, and other times they’re outright vicious. Reviews that are factual but negative and include minor complaints can be ignored. If you feel you must post something, keep it short, thank them for their feedback and leave it at that.
But sometimes you’ll get that person who really seems to go out of their way to make your day miserable. You know the type. They write in all caps, haven’t bothered to use their real name or picture, have plenty of typos and then copy and paste the same slanderous statement on every review site out there. Gee, thanks.
For all-out rants like these, rely on your best judgment. These scenarios may help you decide your course of action:
- If what they’re saying is completely false, there’s not much that can be done to fix the situation.
- If what they’ve posted is mostly true and there is some wrongdoing on your part, this might be one to reply to. Be careful not to get into a he said/she said scenario.
- If what was posted is true and it’s something that’s a genuine concern, respond!
If your strategy on how to handle a bad online review is to get it taken down, remember that reviews are more than likely going to stay online. While you can try disputing a review, this rarely works. You need to have significant evidence that the reviewer is 100 percent in the wrong for review removal to occur.
For example, Yelp has guidelines on what reviews are appropriate and how to report those that are inappropriate. Again, just reporting a review doesn’t guarantee it’ll be removed.
Step 2: Gather the Facts and Collect Your Thoughts
So you’ve read the review, determined that it needs a response, and now it’s time to reply. But, wait! Don’t reply in the moment. Being level-headed is necessary when you’re figuring out how to handle a bad online review.
First, take some time to recall the situation or get input from others involved. Jot down notes about conversations you’ve had with the customer, their frustrations, dates and times you worked with them. In short, make sure that you’ve got the story straight on your end.
Then, when crafting your reply, follow these steps:
- Thank this person for bringing this to your attention.
- Address legitimate concerns brought up in the review, and work to constructively resolve the issue.
- Stay incredibly neutral. Leave emotions out to help de-escalate the situation and show yourself as a level-headed business person.
- Put a name with your reply, as well as a phone number or email address so they can get in touch if necessary.
Step 4 accomplishes two things. First of all, if everything goes as intended, you can reach a resolution and get the review changed, updated or removed. Second, and most importantly, showing that you’ve replied to a review lets other readers know that you care about delivering customer satisfaction, even when things aren’t so positive.
Step 3: Reply Privately
With all the facts gathered and a cool, calm and collected mindset, you are now ready to enact your plan on how to handle a bad online review.
One way of doing this is to reply privately.
Sometimes a minor issue can be resolved with a quick phone call or email. If you have the ability to do this and you feel that reaching out to this person directly will be the best approach, go for it. It all depends on how comfortable you are with this approach, how well you can take a tongue lashing without getting angry, and how good of a rapport you have with the reviewer.
Sites like Yelp provide a way for business owners to reply directly to reviewers. Use this method for minor issues and be genuine in your response.
Most of all, don’t ask them to take it down. This can feel pushy and come off as an attempt to sweep things under the rug. However, having them update their review lets others know you are dedicated to your customers as they see a conflict resolution play out in full.
Step 4: Reply Publicly
Sometimes you might not have the luxury of being able to reply offline. When that happens, your reply will be public. This is both good and bad.
Public replies can be bad because they can easily trigger the reviewer to continue to reply in an even worse manner. Some people don’t want a resolution and you can’t fix that. That’s why it’s important to decide if the reviewer is just letting off steam or if there’s a valid complaint that needs addressing.
On the other hand, public replies provide an opportunity to show others reading the reviews that you care enough to try and remedy the situation.
With public replies, winning an argument with a frustrated customer is difficult, and it’s not the goal you should be working toward. Instead, aim for a resolution that satisfies the complaint, remedies your online reputation and doesn’t lash out at the reviewer. In your reply, remember to:
- Be nice and keep things professional.
- Don’t get personal.
- Address legitimate concerns.
- Keep it short and sweet.
When figuring out how to handle a bad online review, it’s important for you to provide a way for the reviewer to get in touch with you. Include a name and phone number or email where you can discuss the issue further or help provide a resolution.
- Even with the worst of the worst, thank the reviewer for reaching out to you.
- Don’t lash out. Even if you’re right, it won’t end in your favor.
- In general, use the same logic you would apply to face-to-face interaction.
- Work to find a resolution offline. A problem is more likely to escalate online and become more permanent.
- Don’t respond while you’re angry. It won’t end well.
- Present your case. If there are elements of a negative review that the reviewer isn’t mentioning that help your case, consider including them in your reply. Maybe you attempted to remedy the situation already and this person is here to rant. Defend yourself, but only if you can do so without being aggressive.
- Address legitimate concerns only. Issues that are within your control and are negative reflections on your business are worth addressing. You can waste a lot of time on people who will never be happy.
- At the end of the day, people can be plain mean, even if you have the best intentions and the right circumstances to proactively address an issue. Not every angry person will have a change of heart. Sadly, even your best efforts still might make the situation worse.
- And don’t ask people to take a review down. This could make things worse for you, especially if you haven’t resolved anything for that person.
- Before responding, make sure that you get all the facts straight. Know the situation inside and out, and be prepared to offer up ideas to remedy a problem. Some people need to vent and let off steam, and you’re better off just taking it. Other times, if there’s a problem with your business worth taking to heart, thank the customer for bringing it to your attention.
- Lastly, after you’ve addressed a problem and the individual is satisfied, you can ask for an update to the review to reflect your efforts. They might update it or they might not. If they do, wonderful! If not, at least your business is on record as having replied to the reviewer.
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