For grins you go to Google and search for reviews on your business, only to come across a fury-fueled negative feedback as to the way you or your employees handled a business transaction.
It is almost impossible to get the negative review removed, unless the person who put it there is willing to take it down.What do you do? How do you react? How can you protect your business?
Research shows that there are mixed thoughts on handling negative online feedback and how to respond or whether to respond.
Many business owners feel it is best to wait a day or two to calm down then respond to the complaint with a positive spin; they preferred to listen to the customer and offer a solution that takes responsibility for the problem. This approach is more likely to produce a positive outcome for both the customer and the business and shows potential clients that the business owner care and willing to make mishaps ‘right’. Some business owners view negative feedback as a way to keep their employees in check and improve their business, while others prefer to ignore them altogether.
I’m curious to know what you think- How would, or do you handle this situation with your business? As a customer, if you had a bad experience with a business, what could they have done to make you feel better and turn the situation around to where you would, at the least, remove your negative?
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