I recently saw a Facebook post with a review for a business and the business’s response to it.
The review was a customer complaint and was quite rude. The customer had not checked whether the company offered the service they needed; instead, they assumed they would be accommodated. When the business responded to the complaint, they did so with the same tone as the reviewer.
This caused a debate in the Facebook comments, with some people saying the business shouldn’t have also been rude in their response, whilst others felt it was justified considering the customer’s behaviour.
I felt the business’s response came across as very brash.
As a business, it’s important to consider your response to any review, as it can speak volumes and you could go viral for all the wrong reasons.
It’s unlikely that the reviewer will ever read your response, or if they do, depending on the reply they have received, they really won’t care – especially if they know they were acting entitled, and in the wrong.
So, when responding to a review, whether it be on your website, social media, or a site like TrustPilot, always write it as if you are replying to everyone who can read it, not just the original customer, and maintain a level of professionalism. Anyone researching your reviews, especially someone looking to use your business, could be put off by how you have dealt with any complaints.
Ignoring any complaints can also have the same effect as it can make it appear you just brush any issues under the carpet, that you aren’t willing to address them.
Use reviews as a teaching tool. If you have a website, could you perhaps have a FAQ section which details any additional services you can, and can’t, accommodate? Is it a service you could look to include in the future?
And, don’t ignore the good reviews either. It’s important to make all customers feel valued, it can encourage people to leave reviews, and can help your return rate.
Penguin and the Bee 