Negative reviews are just part of doing business. Even if your operations are perfect…your customers are not! If you serve 100 customers at least one of them will be unhappy no matter what you do. The problem is that the 1% of customers that can’t be satisfied is about 50 times more likely to write a negative review than your happy customers are to write a great review about your company.
So how do you maintain a five-star reputation online when this is the case. Well, there are a couple of things you should do to fight back against the unreasonable reputation destroyers among your client base. First, you need to respond to the negative review and then you need to bury it with good reviews.
Respond to Negative Reviews
Never let a negative review go without a response. Post a reply to the negative review in a professional and sincere tone in order to tell your side of the story. Be honest, if you screwed up, say so and apologize. Most people are pretty forgiving when a business owner admits being human. If it wasn’t your fault then explain why this is the case. The important thing is to respond. When you respond to a negative review it lets potential clients know that you take your business seriously.
Bury the Negative Review with Several Great Reviews
Use sites like onegreatcustomer.com to generate multiple positive reviews from customers in a very short period of time. This is pretty easy to do using their process and basically, consists of writing reviews about your past clients and asking them to return the favor. If you can generate five or six great reviews in a day or two then people will see these good reviews BEFORE they see the one bad review and by that time they will have already developed a positive opinion of your business. This system works really well.