Untruthful Reviews Impact Small Businesses
One thing that really hurts me is when someone leaves a negative review for an entity that has really never done business with them. This not only hurts the reputation of the business but it will hurt the businesses' bottom line with helping feed their family or pay the bills. Any future customer will look at these reviews with a stern eye and may keep them at the back of their mind while thinking about doing business.
I’ve seen this with all types of businesses. While I do understand that sometimes a business needs a stern review, someone who bears malice towards a small business is wrongful and downright hateful. The negative reviews that are left because of a price, a difference of opinion or blatantly fake have no place online and are unjust. These reviews will stay there forever and have effects that can last months to years.
Now that I’ve gotten that off my chest, the best practice to deal with an untruthful or negative review is to kill it with kindness. On the day you received this review is the day you should begin with a little damage control and positive public relations. I am willing to bet you a dollar that you can find 20 customers that were very impressed with the product or services your business gave them. Ask them for a review in a short thoughtful message.
If the customer was truthful with a review follow-up with them and their concerns with a phone call after a reply to the online review. Be honest and admitting your mistake is the first part of making amends. Other positives will follow even though they may never change the negative review. Don't wait, have a plan of action ready. Do the harder right is better than doing the easier wrong.
Also, now that you have worked on your business reviews it is time to write a few reviews for businesses that you have worked with. Do not just put 5 stars, put some time into a few thoughtful sentences high-lighting the businesses brightest light. Reviews are a community service and help small business online reputations. They help create new business and give owners and their workers a morale boost.
How are you going to work on your business today?
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