How to Manage Bad Online Reviews Like a Pro

Bad online reviews are like a thunderstorm on a sunny day—unexpected, unwelcome, and inconvenient. But fear not! One or two bad reviews won’t send your business into a tailspin, especially when most people recognize the difference between genuine customer feedback and baseless negativity. However, if the bad reviews are piling up, it’s a signal to dig deeper, fix issues, and reclaim your stellar reputation.

Here’s a foolproof guide to managing bad online reviews while maintaining your professionalism and turning negativity into opportunity.

Stay Professional While Managing Bad Online Reviews

First and foremost, keep your cool. Responding to reviews is not just about damage control—it’s a reflection of your brand. Whether the review is positive or scathing, answer with kindness and authenticity. If a customer is upset, start with an apology and show a genuine interest in resolving their concerns.

The secret sauce? Timeliness. Respond to reviews within 24 hours. In today’s digital age, speed matters, and a prompt, polite response can work wonders in de-escalating situations and reassuring potential customers of your commitment to service.

Resolve the Issue Quickly

Mistakes happen—nobody’s perfect. But when they do, your priority should be fixing the problem ASAP. Even seemingly small issues can feel monumental to a customer.

Admitting when you’re wrong and addressing the issue promptly speaks volumes about your professionalism. It also sends a strong message that you value your customers’ experiences. By swiftly handling problems, you not only retain current customers but also build trust with future ones.

Take the Problem Offline

Not every dispute needs to play out in the public eye. Once you acknowledge the issue online, invite the reviewer to contact you directly. Share an email or phone number to discuss the matter privately. This approach allows you to have a more detailed conversation and resolve the issue efficiently.

After reaching a resolution, consider following up on the original review thread with a summary of the positive outcome. This public acknowledgment demonstrates transparency and your commitment to customer satisfaction.

Why take it offline?

• It avoids prolonged public disputes.
• It allows for detailed discussions that may not be possible in a public setting.
• It gives you a chance to rebuild rapport without interference.

Address Fake or Misleading Reviews

Not all bad reviews come from legitimate customers. Sometimes, they’re the work of bots, trolls, or even competitors. If you suspect a review is fake or misleading, don’t panic—most platforms have measures to combat such feedback.

How to handle fake reviews

• Flag the review. Provide evidence that the reviewer is not a genuine customer.
• Respond tactfully. Publicly state that you can’t find records of the customer’s transaction and invite them to contact you.
• Monitor your accounts. Stay vigilant to catch and address fake reviews quickly.

Encourage Positive Feedback

One of the best ways to drown out negativity? Garner glowing reviews. Encourage happy customers to share their experiences online. A quick follow-up email or text after a purchase or service, politely asking for feedback, can be a game-changer.

Ways to encourage positive reviews:

• Send a follow-up email or text after a purchase, asking for feedback.
• Add a “Leave Us a Review” button on your website.
• Offer incentives, like a discount or entry into a giveaway, for leaving a review (if allowed by the platform).
• Post signs or flyers in-store asking for reviews.

Satisfied customers are often happy to sing your praises; they just need a nudge. By consistently gathering positive reviews, you boost your overall rating and solidify trust with potential customers.

Let Rise Local Help You Shine

Online reviews are a crucial component of your business’s reputation. By handling bad reviews with professionalism, actively resolving issues, and encouraging positive feedback, you can maintain a strong, trusted online presence.

Need help managing your Google reviews or setting up your Google Business Profile? Rise Local has the tools, expertise, and experience to help you take control of your online reputation. Contact us today for a free consultation.