Your business is making waves in all the right ways. Reviews are coming in and most of them are raving about how great of an experience the customer had. Sprinkled among those good reviews is the odd negative review that points out ways in which your business can improve. These reviews should not be ignored and should be addressed thoughtfully.
As you scroll through your reviews, take a breath. Every company receives the odd piece of negative feedback, even those that have overwhelmingly positive reviews. But how can you turn “Never buying anything from here ever again!” into “They solved my issue and I am now buying the whole catalog!”? Below are three steps for tackling and responding to these reviews.