Combating bad online reviews
By LaTasha West
The internet is at everyone’s fingertips, all the time. For businesses this means that you are just one unhappy customer and a few keystrokes away from a bad review that has been posted online for the world to see. You will not be able to please every customer every time and at some point you will be faced with a poor online review. So what do you do?
- Acknowledge it-The first thing to do is to acknowledge the customer and the review. Do not run from it; do not act as if it does not exist.
- Address it- If a customer tweets you a bad review, or posts on your Facebook page, respond. Be professional, address their concern.
- Resolve-Indicate your willingness to right the wrong. This will speak volumes about the integrity of your business.
By acknowledging and addressing the concern, not only will this customer feel heard, your other customers or potential customers will be pleased with your willingness to help. If you are able to resolve the customer’s issue that is wonderful, but the most important issue is to let the customer know that you care, that you value them, their concern and their business.
Customer service extends beyond the in store experience. Take advantage of every opportunity to wow your clients.
#bringingserviceback
The author
LaTasha West is the CEO of West International Business Solutions LLC. She is a certified Small Business Development Coach, a passionate speaker, the founder of The Next 100 Project, co-author of The Entrepreneur Within You 3 (book) and creator of the First Impressions Customer Service and Soft Skills training program. Known as an innovative and creative business strategist, she has helped numerous small businesses expand their playing field.
Connect with LaTasha:
Twitter: @latasha_west
Linkedin: linkedin.com/in/latashawest
Website: www.westtrainingsolutions.com
