Handling negative online reviews

Handling negative online reviews


Negative online reviews can harm your businesses’ image and deter potential customers, which is why they need to be competently addressed.

Consider the tips below for damage control.

Respond
If the complaint on the online forum is coherent and appropriate, the customer may have a point. Responding shows a high level of customer care while giving you the opportunity to make amends.

Apologise wisely
You should apologise for the customer’s feelings but not necessarily for what they are complaining about. For example, if the review complains about your prices, you should not apologise for this but rather explain why the prices are the way they are. If you provide solutions rather than apologise, it gives the impression that your business is competent and able to adapt to customers’ needs.

Be calm
It will worsen your online image if you are defensive or emotional in your reply. A business that cannot take criticism looks insecure and incompetent. Keep cool in your response no matter how frustrating the complaint is.

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If you believe the matters discussed above are relevant to your business, please contact Darren Smith of our office to discuss further.


Darren is a Chartered Accountant with extensive experience, including working in the big 4 and medium sized firms before becoming a partner of a city based firm in 2000.

He has gained much experience and has extensive knowledge in providing business and taxation advice, superannuation planning, negotiation of sales and acquisitions of businesses and property development. His client base covers a wide range of industry groups.

Darren works with business owners to grow their businesses and create personal wealth within and outside of their business.


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