One Stop Shop

Monitor your bad reviews so you can respond on a timely manner. Have a system that notifies you each time you receive a bad review. For example, with Conversio, you can choose to be notified of reviews which achieve a certain rating (or less) and you customize the rating level. So you might pick 3 stars or less, or 1 star ratings only. Strike while the iron is hot so you can increase the possibility of your customer engaging with you. This can also diffuse the tension and communicate how much you care about your customers. On average, 53% of customers expect businesses to reply to their online reviews within seven days so can you imagine the positive impact to your customer when you reply to their online review in less than an hour? Empathize with your customer and never ever be defensive. Be sincere when apologizing but be objective when assessing the bad review you’ve received. Start with a sincere “Hey, John, I’m really sorry about [reason why they’re upset].” This statement shows that you’re listening