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Tuesday, December 18, 2012

6 things your company needs to fix bad reviews

By Joshua Reynolds

A bad review on your business can be very damaging to your overall brand, especially if you don’t know how to properly fix it.

Some companies think that the best way to fix a bad review is to just ignore it altogether, but not responding to a negative review can be the most fatal mistake that companies make.

If you want to fix the bad reviews on your business, you’re going to need the following.

1. Claimed business pages

Visit all of the review sites that you can think of and make sure to claim your business page. By doing this, you will be able to not only edit the information that is shared on the sites about your business (plus add pictures and link to your website), but you will also be able to respond back to reviewers as your business. This is a great way to make the response seem more legitimate to your reviewers, and it can help you better alleviate any issues.

2. An apology

No matter what the reviewer is claiming, you need to make sure that you apologize for any wrongdoings of your business and for any poor experience they had with your company, products or services. By simply owning up to the unhappiness of your customer, you are showing them that you care about what they have to say and that you are willing to stand up to your mistakes.

3. A sincere tone

Some reviews are going to be so raunchy that they will make you wish you could cause harm to the reviewer, but it’s very important that you don’t let your emotions get the best of you. Instead, make sure that you are always using a very sincere tone every time you respond to a review. By being polite, you are making it harder for the reviewer to come back and continue attacking you. If you are sarcastic or rude in your response, you will only make the situation worse.

4. A way to make it better

A great way to fix a bad review is to have a way to make it right to the customer. Some companies prefer to give a discount to customers who left a bad review in order to get them to give their establishment another try. Some companies listen to the complaints of their customers and make the necessary changes to ensure that no other customer has the same unpleasant experience. You need to think about how your business will make the situations better, and then use this to right your bad reviews.

5. A manager

It has been found that a response that comes from a manager (or owner) is much more appreciated than a response that comes without a person’s name or title behind it or from a regular employee. If your response is coming from the username of the company, make sure that the manager writing the response shares their name with the reviewer. This will make the apology feel more personable.

6. Proof

Some bad reviews are fake, and most businesses don’t want fake negative reviews sitting on their page. If you believe that a review about your company was fake, then you will need to have proof of the fraud and give this to the review website. Most sites are willing to take down fake negative reviews as long as the fraud can be proved. Make sure to follow the guidelines given by each respective site if you plan on doing this.

About the author: Joshua Reynolds is a business manager and reviews tracker.  He enjoys blogging about anything related to business and recently gave advice for fixing bad reviews.