To Delete Or Not To Delete ~ Responding To Bad Reviews

    I believe it was a week or two ago, when a small business owner contacted me, asking for my help with deleting a bad review off of his Facebook Page.  I then proceeded to ask him why he would want to do that?  The business owner expressed his concern that the bad review might hurt his business and eventually shut him down, well, I would like to take this time to share with you my professional opinion on why deleting bad reviews is a BAD IDEA and also show you the right way to respond to negative reviews and comments on your social media platforms.  The conclusion of the small business owner will be revealed a little later in the blog.  OK, let's get started.  

   Nobody wants a bad review, whether it be on social media or on a website.  We all want our businesses to shine and be considered reliable and ethical with exceptional customer service but let's face it, we can't make everyone happy, even though we try.  There will on occasion be an unhappy customer/client even if it's not or not entirely our fault.  If you happen to fall victim of bad reviews or comments, it's time to deploy REPUTATION MANAGEMENT and here's what I suggest, you should do.

• Remain Calm:  Don't freak out, take a deep breath, do some yoga stretches, take a sip of your favorite beverage or get some fresh air.  Whatever it is you need to do to relax yourself, Do It, so that you may handle the situation with maturity and professionalism.  
• Respond Immediately:  Not responding to a complaint, angry comment or bad review, makes the person with the complaint, seem like you don't care or that you are just sweeping the matter under the rug.  Don't forget that everyone on your platform can see the comment or review as well so responding in a timely matter is critical.  Here are the best ways to respond ASAP. 

          1.  Reply to comment. 
         2.  Reply to review. 
         3.  Message them privately. (Be sure you let them know on the comment that                you have sent them a message).  

• Validation:  Apologize, let them know that you hear their concerns and that you sympathize with what they have endured and that you will do everything in your power to rectify the situation.  
• Acknowledgement:  If it was the mistake of your business, own up to it, take responsibility, be honest about what happened and why and why it won't happen again.  There is no shame in your game.  You are human and all humans make mistakes, once in a while.  If the customer/client is at fault due to miss-interpretation, miss-communication or not fully understanding your businesses policies and procedures, let them know that it's ok too.   Re-explain what your business practices are all about, show them that you care.  

   
    In Conclusion, what I can't express enough is Don't Delete The Bad Review.  Honestly, doing so could make the situation worse.  The person who is complaining, could take it to another level by contacting agencies such as the BBB or Chamber of Commerce.  They could also gather family and friends who currently use your business and tell them not to use your business again.  It can become ugly, nasty and turn into something that is way worse than the bad review itself.  Let everyone see that you are a real person and that your business always makes bad situations right again.  

    Now back to the small business owner.  The owner did take my advice and his business is still standing, LoL.  The business owner did discover that it was his mistake, a misprint in an ad and owned up to it and offered the customer a discount for his trouble.  The customer in turn responded back, saying Thank You and I just found out today that the customer is now an admin on the business owners FB Page.  How about that for a Happy Ending.  :)

Thanks so much for reading and please feel free to share.  Have A Good One. 
Valarie Harris
Founder/CEO
Varris Marketing.