3 Ways To Manage Negative Online Reviews

Online review is big deal for business owners like me, especially in the highly competitive and even some would say saturated market of restaurants. Most customers avoid confrontation so when I ask them about their experience they would rather say "yeah its ok" and go home and vent their disappointment online. Although we as business owners do wish that customers were more "honest" with us the truth is that we can't change human behavior. What we can do however is to manage the impact of online negative reviews. 

So how can you manage negative online reviews?

* Respond quickly
* Avoid being defensive 
* Build credibility

The problem with responding quickly though by the time we receive negative online reviews its been few days or weeks and in that time the damage is done. However to help people like me I've created SayBack www.sayback.com.au where business owners can quickly engage with clients feedback online instantly. By receiving online reviews on any website as sms and being reminded to respond, this encourages business owners to engage with their customers fast.
It is unavoidable for business owners to be defensive about their products and services however by putting the customer advocate hat we could look into their word and use the right language.
By inviting them to our restaurants without any cost builds credibility and this shows to the world that you care for their concern.