13 Sep How To Turn A Bad Review Into An Opportunity
We live in an age of instant feedback. Sometimes this is good, but unfortunately, most times when feedback is provided it is usually…bad. Let’s face it, when was the last time you contacted a restaurant and thanked them for a great meal?
A review by Sensis revealed that Australians are increasingly using review websites to help make purchasing decisions with almost a third (29%) saying their usage has increased in the last 12 months. Essentially, online reviews are digital ‘word of mouth’, and it’s a marketing method we cannot avoid. When you have a bad experience, you are more likely to voice your concerns and offer examples of where the service fell down, so, how do you react if you receive negative complaints? Let’s drill this down, why do things go wrong? Either something has genuinely gone astray, or most likely than not, it is because of some form of miscommunication –either between you and the client or between you and your team. Sometimes, complaints are unavoidable, but it’s how you react and act that can help turn a sore point into an opportunity. What should you do when you receive negative feedback online and in a public place?
KEEP YOUR COOL – NO MATTER WHAT!
Don’t get emotional and vent online about your own views. Do the ‘1-10 Rule’ – step away from the computer and count to ten whilst you calm down.
Perhaps you may never calm down, if so, grab another team member, explain the situation and get them to respond.
Whatever you do, do not ignore the complaint. On Facebook, the review section down the side of your feed is glaringly obvious to users, so if you do see a ‘one star review’, make sure you action this. Offer a response to the comment and perhaps an action that you will take to ease the situation.
Most importantly, don’t just ignore the topic of the complaint. Perhaps there is a genuine issue in your business operations and this issue could cause further problems in the future? Look, understand and act before it’s too late.
Why not? Be brave and ask clients to show you a little love. An allied health professional and client relationship should be close, and close means being able to ask for a little help.
I am also a big believer in responding to the good and bad. If someone is kind enough to give you some praise then give them some love in return. Just a little ‘thanks for your support’ comment can go a long way!