Positive Google Places reviews are great ways to boost your small business. However, what do you do in the unfortunate event you get a bad review? Don’t panic, there is a way to make lemonade out of lemons. In many cases, a not so great review can actually help your small business. A bad review gives you the opportunity to respond, remedy the problem, ensure it never happens again and build credibility with future customers.
Respond Back Promptly
One of the worst things you can do if your small business is the victim of negative Google Places reviews is to run and hide. Keep in mind, there are thousands of opportunities to make the right business decisions, but only one chance to make it right when something goes wrong. The more you delay, the worse the problem becomes. Google Places offers a form for responding if you are a small business that faces this situation.
Do Not Get Personal
Choose your words carefully when responding to your negative Google Places reviews. Remember, it is honorable to want to learn from your mistakes and remedy a potentially bad situation. However, it is less than businesslike to attack the reviewer for his or her negative comments. There might be a very simple fix to the problem and a levelheaded response is critical if you would like to find it. A personal attack, on the other hand, or worse, an emotional breakdown will do far more damage to your reputation and small business than the original review could ever have done.
Get the Facts: Remedy the Problem
In addition to offering a swift reply, an unhappy customer who writes Google Places reviews would probably like to know that a business is willing and capable of remedying the problem. Is there a solution that can be adapted quickly? Was the problem with one of your staff or was it product related? These are important questions that you will need to have answers to before you can resolve the issue.
Take Action: Ensure it Never Happens Again
Once you have all the questions answered, you are ready to move forward. Ensure that the problems that were brought to light by Google Places reviews never repeat. That could mean simply changing some little detail about your small business. On the other hand, it could also mean that you need to take much bigger steps. This could involve firing a staff member, or changing procedures. Whatever it takes to make sure the problem is never a problem again.
The final part of overcoming negative Google Places reviews is to reflect. Take a minute and review the situation. Ask yourself if the original review was credible. Ask yourself if the problem that ignited the negative review was something you could have seen and intercepted. Remember, all small businesses make mistakes. Only the successful ones learn from them.
As a small business, getting negative Google Places reviews is an unhappy experience. Don’t worry, with a little thought and a lot of strategy, your small business will recover. Respond quickly, gather facts to remedy the problem, ensure it never happens again and reflect on the process. Following these simple steps will earn your small business more credibility than you will ever know.