After an analysis of thousands of businesses featured on Locality.com, a website that helps consumers compare services in their area, Locality CEO Jay Shek developed a list of four crucial mistakes that small business owners frequently make when responding to negative online reviews:
>> Posting fake positive reviews
Local neighborhood and review guides often have red flags in place to find out when a business owner posts fake reviews. Don’t run the risk of being publicly shamed. It’s not worth it.
Negative responses, finger-pointing, and customer-blaming is a quick way to turn a bad online conversation into really bad buzz that hurts your bottom line. Instead, be constructive and find a solution.
>> Being too passive
Ask your loyal followers to review you online. Target red flags in customer service and nip them in the bud before they find their way to a review.
>> Keeping the conversation online
Move the conversation offline. Contact the customer behind the negative review, hear the person out and offer a positive solution.