Your heart sinks. Someone just left you a one, two, or three-star review.
Your first instinct? Defend yourself, or panic.
Stop right there.
The Real Impact (That Most Don’t Know)
Most business owners don’t realize this, but your review response matters more than the bad review itself. Why? Because review platforms like Google, Yelp are watching.
They track how quickly and how you respond. And it affects where your business shows up in search results.
That’s right – handle this wrong, and fewer potential customers will even see your business online.
Not only that, but a bad review usually sits at the top as the most recent feedback and the first thing potential customers see. It drags down your overall rating, making your business look less appealing.
A poor response can cost you potential revenue because people might choose to spend their money elsewhere when they see unresolved issues.
The ripple effect of one bad review is often fewer new customers checking out your business – but it doesn’t have to be this way.
But here’s the good thing: there’s a simple way to handle this that actually helps your business instead of hurting it.
What To Do Right Now
When a negative review hits, it’s tempting to dive into defense mode, but the initial steps you take are crucial:
Respond Quickly and the Right Way
- Pause and Breathe: While you want to act fast, taking even a moment helps ensure your response is calm and measured.
- Craft a Thoughtful Response: Address the review professionally and promptly. Thank the reviewer for their feedback, acknowledge their concerns, and offer a resolution or invite them to contact you directly to discuss further. This shows future customers you care.
- Avoid Common Mistakes: Don’t ignore it or get into an argument. Both can make you look unprofessional and scare away potential customers.
Get More Positive Reviews Quickly
- Encourage Satisfied Customers to Leave Feedback: Reach out to your loyal and happy customers right away, asking them to leave positive reviews. This not only pushes the bad review down but also boosts your overall rating.
- Implement a System for Ongoing Reviews: Consider setting up an easy way for future customers to provide feedback, like a QR code or follow-up email reminders, so you’re consistently getting new, positive reviews.
Want (a Lot) More Positive Reviews, Without the Hassle? Here’s How:
Think about it: how many orders would you lose for every day that a bad review is the first one someone sees when they find your business listing?
Getting reviews isn’t always easy. Asking can feel awkward, and even when customers say they’ll help, they often forget.
Thankfully, there are straightforward, affordable solutions available. Like Online Review Autopilot. It takes care of all this for you.
With easy-to-use cards and stands featuring both QR codes and NFC tags, plus convenient email links, customers can quickly provide feedback. If they love your business, ORA nudges them to leave positive reviews across all sites, not just Google.
Using tools like Online Review Autopilot can mean less hassle and more customers sharing why they love your business. Curious to see it in action? Learn more about Online Review Autopilot and how it can transform your customer feedback process.