They are everywhere! The best restaurants and businesses have unhappy customers. Whether you are a small or large business you have bad reviews or you have left bad reviews. Regardless of your position it is a pesky situation. So, how to handle bad reviews?
How To Handle Bad Reviews?
We at Advisight believe that there are two types of reviews; Unrealistic and Realistic. Both stemming from different perceptions. The unrealistic reviews stem from unrealistic expectations and are usually irrational. While realistic reviews are purely constructive.
Businesses should consider embracing unreasonable ratings. Either by encouraging them to remain as a part of the product or business feedback. For example, if the negative review is obviously out of line with the rest of the ratings, it gives the company favorable reactions that are on par with the positive reviews. Likewise, by exploiting these comments in promotional ads with humor or irony, whether they are compatible with the identity of the company, can have a positive effect.
The know your “server/barista/ person that created your product” is the best way to stop or mitigate bad reviews. You might be asking how or why. But we have one answer for you, EMPATHY! Yes, we are going to play with the heart strings. The providing of spotlights to workers who have contributed to the production or distribution of a product or service can improve perspective-taking and sympathy.
No matter the time or date you can never be too busy for a personalized message. Empathy appears to be the foundation on which constructive responses to negative feedback are founded. Organizations should also use methods that will elicit compassion and perspective-taking from all third-party customers. Specifically , this research shows that reacting to all comments, whether good, bad, equal or unjust, with a customized answer, will encourage customer sympathy. Such customized responses show the human face behind the business and offer a sense of human connection. Clear, simple company answers can be helpful to the businesses under scrutiny, irrespective of the scope of the analysis.