Online review — particularly negative ones — are something that every business has to deal with, your UPbook organization included. Do it wrong, and you’ll get into an argument with the client and tarnish your reputation with other customers. Do it right, and you’ll save face and impress your customer base at the same time.
Let’s take a look at a simple formula your UPbook business can use to deal with bad reviews and online harassment.
The Formula
The negative review response formula consists of four steps:
- Thank the reviewer
- Acknowledge their emotions
- State your goal
- Offer further contact
So, your UPbook business’s response to a negative or scathing comment or review would look something like this:
“Dear Sam, thank you for taking the time to leave your comments. We take all feedback, both positively and negatively, seriously. Our goal is to offer clients and their pets a safe, positive, and welcoming experience, so we would welcome the opportunity to learn more about what happened on your visit. Please call me at XXX-XXX-XXXX. Thank you, [Your UPbook facility’s Practice Manager].”
Dealing With Harassment
The above formula will work for 95% of all bad reviews. But when does the line get crossed into actual harassment?
If your organization or any member of your UPbook business’s team is being harassed with language that is profane, crude, inflammatory, or derogatory, you don’t have to put up with it. It’s time to contact the review platform — Google, Facebook, or Yelp, for instance — to put in a request for getting that review taken down.
If specific threats are being made and you feel that someone is threatening actual violence, take it seriously — contact the authorities to have it dealt with. Better safe than sorry when it comes to your UPbook business’s team!
The Bottom Line
The bottom line is this: the negative review response formula will take care of almost all bad reviews of your UPbook business. Plus, it’ll make you look good to other customers who see your interaction. When the formula isn’t enough, submit a request to the review platform to have the review taken down, or contact the relevant authorities when things escalate to real threats. It’s never taking things too far to take someone at their word!
When you deal with reviews the right way at your UPbook business, your online reputation stays intact. And when your online persona looks good, your entire organization shines!
