Negative Reviews – Now What?

          Negative Reviews – Now What?

          The saying that “perception is reality,” has never been truer than it is today. In other words how your customers perceive your business is their — and now your — reality. It’s your reality because they have the ability to share their experience with the world whether you like it or not. Review sites like Yelp and Google Reviews represent a new transparency in business. Those that embrace this new reality will be the winners, while those that resist will get quickly singled out. Consumers know that very few, if any businesses are perfect, but if there is an issue they need to know that they will be treated professionally.

          If you get a negative review on any of these consumer reviews sites, including SureCritic, we recommend you do the following:

          1. Act quickly, not emotionally
          2. Get the facts
          3. Contact the customer
          4. Attempt to “make it right”

          Please read details for these four steps in the SureCritic blog post, How to Respond to Negative Reviews


          Brian Warfield

          Brian Warfield is a Senior Product Manager for the Mitchell 1 SocialCRM product line. He has been in the automotive software business for over 20 years and has earned a degree in Marketing from the University of Cincinnati Business College.