The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book.
Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry about is what to do when a bad review happens (it will, so don’t think the sky is falling when it happens!).
For your peace of mind, understand that a bad review does not make yours a bad business. In fact, consumers will be suspicious if you do not have one or two bad reviews.
Acknowledge and engage with the customer publicly online and offer to create a solution by providing direct access to a decision maker offline. Follow a consistent communication process when you respond. Customer service professionals commonly employ a four-step protocol:
1. Thank the customer for the review
2. Apologize and empathize.
3. Work towards a solution.
4. Take the communication offline.