Bad reviews on social media, talk about a sticky situation. For a business, good reviews are like gold. Customers are actively looking at Facebook, Instagram, Google, etc to tell them if a business is worth their time, energy and money. I know personally I have researched all kinds of businesses from restaurants, travel/tourism, doctors, rehab facilities, etc to see who gets high marks and who falls short.
Before we delve into how to respond, just remember everyone has an opinion (for good or for bad). You could have impeccable customer service, have done everything right and a customer/patient can still get angry. I do believe not every person out there will be a good patron for your business. I try and remember that when the occasional negative review gets posted. Sometimes it is our fault as a business and we need to do better, sometimes they were mad because we wanted them to pay the monies owed to us and sometimes it’s for attention.
Regardless of the reason, here are some ways to help navigate a bad review on social media.
A couple months back, we had a received a negative review. This was a member at one of my kickboxing gyms. I had responded as politely as I could, apologized for her experience, offered to make it right and put my personal phone number in my response. Was her complaint reasonable? No she wanted her money back for classes she had already taken. I made it right in her mind and she took the review down. To me, it was worth the refund to get the negative review off the FB business page.
Here was my response:
We’re sorry to hear about your experience.
We’re usually known for our exceptional customer service and we regret that we didn’t live up to those expectations here.
If you are open to discussing this further please call us as at (my phone number) and ask to speak with Kassandra one of our owners. She is also a chiropractor & has almost seven years experience with treating kickboxers. She would love the opportunity to discuss where went wrong and how we can make it right.
We’d greatly appreciate the opportunity to make things right and work towards earning back your business. “
Feel free to use my response as a template. Good luck!