Reasons not to worry
- By seeking feedback, you are showing that you care about customer service.
- All businesses have problems from time to time, customers accept that.
- Your customers are less likely to trust reviews if none of them ever criticise you.
- Dealing with criticisms gives you an opportunity to demonstrate your professionalism and openness.
Top tips on responding to reviews
- Be calm, professional and understanding. Reviewers can get emotional and angry, never reply in the same way, and don't be defensive.
- Briefly explain the situation (if you can), to provide a more balanced view.
- Accept some responsibility wherever possible and apologise or sympathise with the reviewer, even if they seem unreasonable.
- If you improve anything due to the feedback (e.g. clarifying a product description) be sure to say so.
- State any unusual circumstances, e.g. a faulty batch of stock.
- Keep your reply fairly short, otherwise no-one will read it.
Bad feedback is better than no feedback at all. If no-one tells you where you are going wrong, how can you improve. Responding thoughtfully to a bad review can put you in a good light and actually encourage people to do business with you.