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When the same customer continues to leave negative reviews online after you have addressed the complaint, it can be hard to bite your tongue. After all, this one customer is potentially damaging your company’s reputation.


Here are some do’s and don'ts for how to handle several bad reviews from one customer:


DO:


Acknowledge the issue and apologize

Many people who have a bad experience just want to know that the company is addressing their concerns. Always respond politely and tolerate the situation.


Promote a positive image of your company

Try promoting your company’s strengths while dealing with the complaint, and make sure you’re sincere. Create a strategy to get more positive reviews from happy customers. This helps push down any negative reviews. ReviewMaxer helps manage online reviews and improves your online reputation. It effectively collects, monitors, and promotes your reviews. Sign up for a free demo to see how this software helps protect your company online.


Be authentic and personal 

When writing out your response, don’t sound like a robot. Scripted responses make it seem like your company isn’t taking the issue seriously. Many companies have started signing off a response with a name and job title to make the interaction more authentic.


Address the problem offline

It’s important to respond to a negative review publicly and then take the conversation offline. End your response with “Please call or email (insert your contact information) so I can resolve this issue with you personally.”


Make a change

If many people are complaining about the same issue, consider making a change to show that you’re listening and trying to improve.


DONT:


Block the customer from leaving a bad review

This could potentially make the situation even worse. Stay true to your company’s values by addressing the problem to the best of your ability. This shows other customers that you’re making an effort.


Get defensive

Responding out of anger makes the situation worse and turns off future customers. Stay calm and collect your thoughts before responding. Write out a response and come back to it a little later before sending it out to make sure it’s reasonable.


Ignore it

Never ignore a bad review because that shows people your company doesn’t value its customers. Remember, at the end of the day, most people can spot a true complainer. As long as you’re doing the best you can to fix a situation, other customers will recognize that. 


ReviewMaxer is an affordable and easy-to-use platform to manage your company’s online reviews and reputation. Use ReviewMaxer to promote your positive reviews and interact with your customers to resolve issues. Check out the ReviewMaxer blog for more advice to improve your company’s online reputation.

 

Written by: Amanda Carr

Photo credit: Nathan Dumlao on Unsplash


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Help your restaurant stand out from your competition

Whether your restaurant is new in the industry or a hometown favorite, positive online reviews help bring your company success. Reviews serve as a great tool for receiving feedback from your customers. Maybe your restaurant is too noisy or the lighting is too dim. Whatever your customers are saying, make sure you’re listening.

Here are three reasons restaurants need online reviews:

  1. Earning star ratings with Google, Yelp and TripAdvisor.

Research shows that star ratings matter. In fact, more than 1 in 3 diners won’t eat at restaurants with a star rating less than four. People trust other people, and online reviews are reflections of their opinions. The more positive reviews you gain, the higher your chance of reaching that five-star status. According to the National Restaurant Association, a one-star increase in a restaurant’s Yelp rating can result in as much as a 9 percent increase in revenue.

  1. Bringing in new business.

Customers like to make informed decisions. With online reviews, people are able to gain a sense of the food, atmosphere and service of your restaurant before they even show up. This is extremely important for driving new business. Whether people are visiting from out of town or just looking to try something new, online reviews provide insight for your company.

  1. Becoming customer favorites.

Great owners are aware of what people are saying about their restaurant. Online reviews are a terrific source of feedback for owners and managers to learn what their customers are actually thinking. The negative reviews will indicate problem areas that they can improve – for example, slow service or uncomfortable chairs. The positive reviews will show the areas where the restaurant is excelling. Whatever it is your customers are saying, make sure you take the time to respond to show them you’re listening.

Customers are talking online and it’s your job to listen. It’s tough to stand out from the competition, and online reviews are an easy way to spread the word about your restaurant. By responding to reviews, your ratings will begin to rise in no time.

ReviewMaxer is a great tool for your business to collect and manage your customers’ online reviews. You can also post or stream positive reviews directly to your website and social media channels. Watch our complimentary demo today to see how easily and efficiently you can protect and improve your online reputation.

Photo credit: Pablo

Written by: Kelly Delgado


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ReviewMaxer explains this frequently asked question

Most often, third-party review sites retain the rights to content published about your business on their site. In other words, it’s against their terms of service to reuse the reviews published on their site for any other purpose. That’s why we only use a short snippet of third-party reviews in our review stream – to remain compliant with each site’s terms of service (ToS).

However, any reviews you collect directly via our platform (using the Review Now button or Review First layout) are yours forever. You can do whatever you’d like with them, and they remain yours even if you cancel your account with us (just make sure to save them somewhere else so you don’t lose them – we don’t hang onto them after you’ve deleted your account).

ReviewMaxer is an affordable and easy-to-use system to manage your company’s online reviews and reputation. Use ReviewMaxer to promote your positive reviews and interact with your customers to resolve negative reviews. Sign up today for your free demo.

Photo credit: Pablo


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How does your business compare?

Use our free Review Scan to generate an instant reputation report and see how your business appears on local review sites.