How to Manage Bad Reviews in 5 Steps
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This document outlines 5 steps for managing bad reviews: 1) Don't panic and delete reviews, 2) Evaluate the situation by learning about the customer's experience, 3) Respond politely to the review and try to resolve issues offline, 4) Continually invest in customer experience, and 5) Learn from reviews by identifying problems and implementing solutions to improve the customer journey. The overall recommendation is to prioritize customer experience at all levels of the business to minimize negative reviews.
How to Manage Bad Reviews in 5 Steps
- 1. How to manage bad reviews in 5 steps
- 2. How to manage bad reviews in 5 steps
- 3. With more and more people taking to the web to not only research developers, estates and builders, but to vent their frustrations when their experience with them does not meet expectations, it’s important that all property businesses learn how to handle and prevent negative reviews.
- 4. Luckily, there are five simple steps you can follow to minimise any damage made to your company’s reputation when a negative review appears. Keep reading to find out more.
- 5. A negative review will make most of us angry. But before you take to the keyboard to retaliate with a piece of your mind, take a minute to reflect. A bad review isn’t the end of the world, even if it feels that way right now. It might even provide you with an opportunity to demonstrate your problem solving and customer experience skills. Don’t panic1.
- 6. Whatever you do, do not delete a negative review. It may look like you’re ignoring the problem, or worse, you don’t care about the customer and the issue they’re facing. 2. Evaluate the situation
- 7. Instead, try finding out as much information about this customer as you can. Go through your correspondence with them, review the plan and agreement, talk with the sales representative(s) who managed their experience, listen to customer service calls. The more you can find out about this customer and their situation, the better equipped you are to control the outcome. It might even turn out the review is untrue and not written by a customer after all. But remember – never delete a review!
- 8. 3. Respond to the review Whether the review is real or not, it's important that you respond to it in a timely fashion (within 24 hours). I think we change the next point to: If the customer is dissatisfied with your product or service, politely address the issue and try and move the conversation offline by putting them in touch with a reliable customer service representative. The same applies if the review is from a 'fake' source. Respond to the review and take the conversation offline as soon as you can to avoid further damage to your brand.
- 9. Only after you have responded should you flag the 'fake' review to Google or Facebook to remove it. But remember, they might not – that’s why you always have to respond. When future customers look at your response, you want to show them you’re committed to delivering a great customer experience.
- 10. 4. Invest in the customer experience Even the most customer-focused property businesses can receive negative reviews. So, while eliminating the possibility of bad reviews completely may be close to impossible, there are ways you can minimise the number and scale of bad reviews you receive. The best way is by prioritising the customer experience at every level of your business, to ensure the customer becomes the number one priority for everyone, and within every strategy. Invest in customer experience workshops, organise training days, and always deliver on your promises!
- 11. There’s no point in successfully responding to a negative review if you haven’t learned anything from it – or resolved the actual issue. If there’s a pattern appearing in your reviews and customers seem to be complaining about a similar issue, it’s time to solve that problem internally. 5. Learn from your experience Who's responsible for that part of the customer journey? What needs to be changed? What needs to be improved? How can these positive changes be maintained? You need to determine: Only by solving these internal issues can you solve your bad review issue.
- 12. AT PROPERTY REPUBLIC, WE’RE EXPERTS AT CUSTOMER EXPERIENCE. IF YOU NEED HELP DEVELOPING AN EFFECTIVE CUSTOMER EXPERIENCE STRATEGY, GET IN TOUCH!
- 13. We'd love to hear from you hello@propertyrepublic.com.au www.propertyrepublic.com.au