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Business: Empowered

Negative Customer Review? Step 1. Stay Calm…

In business, nothing is as valuable as a good reputation.  Yet, as a business owner or manager, you sometimes need to deal with negative feedback.  According to Brendon Schenecker, founder and CEO of Travel Vegas, the way you respond to an unfavorable review may makes a big difference in how customers see your company.

Mr. Schenecker offers the following advice in his article “7 Steps For Handling a Negative Customer Review” posted on

Step 1:  Stay calm and be patient, do not respond in the heat of the moment.

Step 2: Follow your company’s policy for negative reviews.   The article emphasizes the importance of having and following a company policy for dealing with negative reviews.  Don’t have a policy in place? Schenecker offers a list of questions that will help you craft one.

Step 3. Monitor your reviews.  As difficult as it is to find a bad review, it is much worse to not find it and have it go unaddressed.

Step 4. Don’t take reviews to heart. It may feel like a personal attack, but you need to give a polite and professional response.

Step 5. Avoid speculation about the reviewer.  It is a mistake to try to publicly attack the legitimacy of the complainer, no matter how certain you are that the review is malicious.

Step 6. Refrain from offering a public discount or coupon.  It only encourages others to post negative reviews if you show you will reward that behavior.

Step 7. Handle issues privately.  Request that the reviewer contact you directly to give you the opportunity to rectify the problem.

Want more information?  Check out the full article for more details


Updated: November 12, 2014 — 7:23 pm
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