Unfortunately, no matter how good you are, there is always the risk of receiving a bad review.
That’s because despite always doing your best you cannot always please everyone all of the time.
A great quote I always remember is: “You can be the juiciest, softest peach in the fruit bowl, but some people just don’t like peaches.”
The most important thing if you do receive a bad review is how you respond to it. We’ve seen so many cases of replies on social media or even TripAdvisor going viral but not always for the right reasons!
One restaurant in Los Angeles hit the headlines when their owner responded to a bad review a whole 12 months later with the following scathing comments;
‘The world will be a better place once you are no longer a part of it’ and ‘Brooke, you are an Ignorant, Disgusting, Miserable, Lying Filthy C*** Pig!
At the opposite end of the scale a bistro in York gained a whole heap of new fans following their response to a one-star review on TripAdvisor.
The review read:
“I ordered hot water and a slice of lemon which, firstly, did not arrive on time with all my friends’ cake and drinks. I was then charged £2 for the hot water and a thin slice of lemon,” she wrote.
“When I asked why I was being charged so much for some water the waiter rudely said, ‘well, do you know how much a lemon costs?’ Yes, it’s definitely not £2.
“He then went on to wrongly inform me that a ‘pot of tea for one’ (which is what I was charged for) is the same price as a lemon. To show just how ridiculous this is, my friend ordered a slice of chocolate cake which was £1.90.”
The response, from owner Mike Fisher, went viral for all the right reasons.
Unfortunately, the bigger you are and the more customers you have, the more risk there is of receiving bad reviews. But that shouldn’t stop you putting yourself out there to be reviewed because the positives will far outweigh the negatives.
Never ignore them
Whether you agree with a review or not ignoring it is the worst thing you can do.
You should always take them seriously and respond in a professional manner because anyone who takes the time to complain is doing so to give you the chance to put things right.
Always remember you are replying as your business, so try not to take the criticism personally. We know that that is easier said than done but it will help you in the long run.
It is also essential to keep calm and don’t get involved in a tit for tat row. If things start to turn nasty, or look as if it might, take the conversation offline. Get the customer’s telephone number of email address and deal with the complaint out of the public eye.
5 quick tips to follow
- Always respond in a timely manner but contact the complainant privately where possible. Ask for more details and always thank them for their comments.
- Replying quickly shows that you take the matter seriously and stops people having time to stew on the matter and think of other ways to complain.
- You should always be open to criticism and listen to what people are saying because it can help improve your business.
- Remember if someone has complained about you, it means you are important to them or they wouldn’t have taken the time to get in touch.
- Always take your time when writing your responses so you can construct a convincing argument. This will help encourage other customers to side with you and jump to your defence. It can also help strengthen your brand if you are seen to interact positively.
Our salon listings allow you to respond to every review, good or bad, so what are you waiting for? Claim your free listing now!
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