No one likes to receive a negative review about their business, especially those who are doing everything possible to provide quality service. However, the occasional negative review is almost inevitable, and it’s how they are handled that really matters to most customers. Here are some tips on what to do when a customer tries to taint your online reputation.
Make it a part of your customer service team’s tasks to monitor all new comments and reviews daily to avoid them going unnoticed. Always respond to a negative review, and while doing so, be sure to let the customer know that they are being heard and apologize for their inconvenience. Keep in mind that future and other current customers can see these reviews, so it’s important to maintain professionalism while responding.
Make it Right
Perhaps you can agree to perform a free service or refund the money the reviewer spent with your company. By making them feel validated, you may be able to get the customer to re-evaluate their review or provide a follow up with the resolution of the issue. When others see that you truly care about your customers’ concerns, they will be more inclined to choose your company for services in the future.
Actually Address the Issue
It’s rare that a customer will take the time to leave a poor review for no reason. Evaluate the reasons for the negative review, and use them to address possible internal issues and seek improvements.
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