If you attended a Google Business Profile session for local businesses last month, you would have learned all about managing your profile and handling reviews. But here’s the thing: reviews aren’t just confined to your business profile’s review section. They can show up across all your social media platforms, in comment sections, or even via emails. Sometimes, customers will tag your business on their personal profiles or post videos mentioning your brand.
Positive reviews are fantastic for your brand, no doubt about it, but not all reviews will be glowing. There will be times when you receive negative comments or reviews. And guess what? That’s completely normal. Don’t panic – and please, don’t rush to hit the delete button. That’s the last thing you want to do.
Instead, take a moment to reach out to the customer and understand what went wrong. Offer them a solution that fits your business model. For example, if it’s a restaurant, perhaps offer them a complimentary meal on their next visit, or a discount voucher. If you are a retail business, you could offer an exchange for a faulty item or a discount on their next purchase.
It’s important to make customers feel heard and valued, but of course, this isn’t always possible. There will be times when you are dealing with spam or fake reviews, and you will need to decide how to engage based on what seems right.
The way you respond to negative feedback says a lot about your business. A polite and understanding reply can help keep your customers happy and also reassure potential customers who read the reviews. Handling criticism well can turn an unhappy customer into a loyal one and show that you/your business/brand truly cares.
At the end of the day – every review—good or bad—is a chance to learn and improve. It is an opportunity to build trust, strengthen relationships, and show what kind of business you are. So, don’t be afraid of feedback—respond with care, take it as a lesson, and use it to grow.
If you are feeling a bit lost on how to handle both negative and positive reviews and engage with your customers, JBC is here to help. Book a free 15-minute consultation, and we will guide you on the next steps.
Services
© Copyright JBC Pushing Digital Boundaries