One of the main fears that companies have when launching into the world of social networking for the first time is what will happen when an unhappy client leaves a bad review on the internet.
As much as we try to do everything right, we will get bad reviews sooner or later. That is a fact and we have to accept it. But it is important to be prepared to be able to reply in an appropriate manner.
A good reply to a bad review can help us to gain new clients, even if that doesn’t make sense. It is very strange to see a company with 100% positive reviews., so much so that it can make some users doubt the company.
Good replies to bad reviews can prove:
-that the company has an open and transparent attitude.
-that it is not creating a fake profile based on bought good reviews.
-that it is willing to keep improving and learning from its mistakes.
How to prepare for bad reviews.
Train your employees.
Let your team know the actions the company has on social networks and the objectives of this, especially those employees who have direct contact with the client. Clearly explain how their day to day work can be reflected on the internet.
Those professionals related to communication and social networks should also be trained to follow the same protocol in the case of bad reviews and reply in an impartial manner.
Prepare possible replies.
You know your company better than anybody and you know what points can be more problematic when dealing with clients.
Create a list of possible situations that can happen in a future, and prepare replies to use them as a base.
Search for and identify all of the websites where your clients can leave their reviews. Aside from the general social networks like Facebook or Twitter, there are many other pages specialising in different sectors.
Look for them and monitor them on a regular basis to measure your clients reactions. Add an alert system to this so that you know when somebody is talking about your company.
How to reply to bad reviews once these have been written.
Analyse the review and verify the facts.
Once the client has shown their unhappiness on the internet, the first thing we have to do is see if they have reasons to really be unhappy.
Before rushing to reply, thoroughly examine the clients complaint. and check with the departments and people in charge to see what could have happened. It is important to have all of the details before replying.
Slowly but surely.
Giving a quick reply is important, but don’t let rushing get the better of you. Every reply should be meditated beforehand.
If you do not have all of the details to offer a well argumented reply, you can reply saying that you have received the review and that you are evaluating the occurred to offer a response as quickly as possible.
6.Reply on the same platform where you received the bad review.
There are times when we will have the clients details and we can contact them to listen to their complaint and offer an explanation. But even so, we must also reply on the same platform where the client made the review, because if we don’t, it may look like we haven’t taken any notice whatsoever.
However, it is important to calculate the amount of information we want to give in our reply on social networks. It is possible that there are details that you don’t want to share publicly, or that there are private details of the client or company that you cannot share.
In these cases, prepare a response for social networks and leave the rest to other means of communication, such as the telephone or email.
Don’t enter into a battle of who is right and who’s not.
Sometimes the client is right… and sometimes they aren’t.
Try to avoid getting into an argument on social networks, it is probable that you won’t make the client change their opinion and it will only increase the problem.
Always act professional.
Show a positive, respectful and professional attitude at all time, without falling into disqualification with the client, even if they act extremely rude.
A complete different case are trolls, who leave bad reviews just to get attention. Time and experience will help you to tell the difference between clients and trolls.
Explain what measures are going to be taken to fix the situation.
When a mistake has been made on behalf of the company, it is important to show that measures are going to be taken so that it does not happen again.
In your response, explain that the company is going to change the situation and explain what steps are going to be taken.
Don’t use unnecessary jargon and don’t use a tone that is very business like. Your user is a person and, after having had a problem, they want to be treated by a person that understands them, that puts themselves in their shoes and speaks clearly.
Depending on the situation, you can use humour a thus, turn the bad review into something positive for the company.