A one star review can often be seen as a huge black mark on your reputation. Everyone else likes me, what is wrong with this person? This really is an opportunity to own what this person says and examine what really happened. It could be situational, as in this person had a bad day, or maybe you do really have a problem you need to address. Examine this problem as a larger part of the business to determine the root of it and see how it fits in. You might find that “big problem” to the review that may be something your regulars are just overlooking.
- Don’t try to tell your side of the story, this can make a business look defensive
- Do not ignore the bad review, you may look uncaring
- As a business, you can’t make everyone happy so the occasional negative review is to be expected
- Collect more online reviews and collect them all the time, so the negative is swamped by the positive,
“Fall on the sword. Readers of reviews want to see a business owner who is trying to make his customers happy, even those who are in the wrong and those who are unreasonable.”