How to Turn a Bad Review into a Marketing Opportunity for Your Business

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• How to Turn a Bad Review into a Marketing
  Opportunity for Your Business
• As a small business, your online reputation is
  extremely important. You depend on new visitors
  to your Google listing to turn into customers.
  In fact, 88 of Internet users read reviews. The
  easiest way to help them convert from a visitor
  to a customer is through reviews. But what
  happens if you get a negative review? You turn
  that negative review into a marketing
  opportunity.
• Respond to the review
• This might seem simple and unnecessary, but many
  businesses ignore the negative review altogether.
  By ignoring it, it shows those potential
  customers that you don't care. But you do care,
  so show them.
• Analyze the negative review
• Before you start typing your response, you need
  to truly understand what the issue was. Read the
  complaint, but try and put yourself into the
  customer's shoes. If the reviewer has a list of
  complaints, try and create a timeline of when
  they occurred. Compare it to what happened in
  your business that day. Were you short stafed? Or
  was there a difcult customer that left you or
  your co-workers in a frenzy? Did one of your
  employees cause the issue? Find out what
  happened.
• Fix the issue
• People leave reviews because they want to warn
  others about that business. They list everything
  that's wrong with the business from the way they
  were greeted to how the procedure was performed.
  Use this as constructive criticism. Go through
  the complaint and fx everything that went wrong
  for them. It may be a change in your business
  business or a new product or tool that needs to
  be purchased. Make this change so that nobody
  else will have this experience.
• Document the change
• After you address the issue, write down exactly
  what you changed so that it won't happen again.
  You can format this in a bullet list where you
  write the complaint with the fxed issue next to
  it (complaint-fxed issue). It might not be
  enough to save the past customer, but it will
  help your overall online reputation. By doing
  this, it shows initiative to both the reviewer
  and any potential customers.
• Write your response
• Dig deep and fnd your best customer service
  attitude. Your frst instinct may be defensive
  and/or angry. But this was a paying customer who
  left unsatisfed. Format your response in this
  way
• Publish and respond
• Address the issue- Show them that you were
  listening to what their issue was
• Apologize for insert issue
• Describe how you have fxed the issue- This is the
  perfect place to insert your list of changes you
  have made
• Apologize again and thank them for their time
  writing the review
• Leave contact info-If they would like to speak
  with you personally about the issue and any
  others they may have, give them a way to do it