A one star decrease in Yelp rating leads to a 5-9% decrease in revenue according to a study by Harvard Business School.
So if you aren’t keeping track of your online reviews, you’re losing customers and money just because of a couple of cranky naysayers.
So what can you do about bad reviews to make sure you’re getting all the business you deserve?
1. Contact the reviewer
Sometimes saying sorry is enough to change someone’s mind or at least their review.
If it’s just a misunderstanding or a small mishap, the best course of action is to just reach out to the customer.
Yelp, Yellow Pages, and Angie’s List all allow users to edit their reviews. So with a quick convincing note or call to an irked customer, that 3 star review could become a 5 star in no time.
2. Publicly respond to the reviewer
If reaching out to the reviewer privately doesn’t work, reach out to them publicly on the review site. Even if the reviewer doesn’t change their review, other visitors to your business’s listing will see that you’re doing everything you can to make your customers happy.
3. Do nothing
The reality is there’s only so much you can do to make your customers happy, and at the end of the day, if you’ve done everything you’ve can and your customer is still refusing to budge on a negative review, you’ve got to let it go.
If you’re doing the best work you can, staying on top of your customers’ appointments with Breezeworks, and keeping an eye on your online reviews, you’ll end up naturally generating enough positive reviews where the one senseless hold out won’t ruin you.
It’s not you. It really is them.