What not to do if you get a bad online review

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Posted: Saturday, January 11, 2014 12:00 am | Updated: 11:25 am, Tue Mar 25, 2014.

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.

>> Overreacting

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.

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