All businesses make mistakes and stumble, especially when they are new and are still finding their footing. Though good reviews are always welcome, a bad review does not have to define your business’ future.
Every business gets a bad review from time to time. How you respond to the review can set you apart and show customers that you are always striving to improve your product or service.
I have developed a system for overcoming bad reviews which I coined “A.C.M.E.”
The Oxford Dictionary defines acme as “the point at which something is at its best or most highly developed.”
All business owners should always strive to do their best. The way one does that is by continually listening and responding to feedback and taking actions to develop better customer experiences.
Here is how A.C.M.E. works:
A — Apologize and Acknowledge Your Shortcoming
“I am sorry you had a bad dining experience at our restaurant. Yes, we dropped the ball the other night when several large parties came in without reservations. We were not prepared to serve all of our customers the way they should be treated.”
We all make mistakes. Owning up to your mistake and saying you are sorry shows that you are human. Customers do not want to do business with a faceless corporate enterprise. They want to do business with people. When you show your human side consumers are more likely to forgive you.
C — Correct Your Mistake
“Since we received your review we have cross-trained our staff so they can support each other when the restaurant gets unexpectedly busy. We have also established a policy that requires parties of over 6 persons to make reservations ahead of time so we can serve all of our customers seamlessly.”
This demonstrates to your customers that their feedback is helpful and valid and that you are ready to address the situation.
M — Make It Right
“Please allow me to treat you to dessert on the house the next time you visit us.”
Just saying you are sorry is not always enough. Entice your customer to return by offering some type of compensation for their poor experience by replacing a defective item, presenting them with a complementary product, or offering a discount on a future purchase. This shows a willingness to provide a resolution.
E — Express Gratitude
“Thank you for bringing this to our attention. It has helped us to do a better job and serve our customers well.”
Your customer took the time to leave the review because it was important to them. Thanking them shows all of your customers that their comments, input, and reviews are also important to you. Do not forget to thank and comment on your positive reviews as well.
False reviews are a different challenge. Sometimes a person just wants to inflate their ego. Or, perhaps, they have an agenda or desire to derail the competition. These situations can be difficult to navigate. You need to remain polite and diplomatic. But you still need to respond and present the facts that show your side to their story.
Yelp, Google, Facebook, and other review services offer ways to interact with your customers on their platforms. Some even allow you to dispute or removed false claims. Be sure to claim your business or create a business account on these sites so you can respond to your good and bad reviews.
One bad review does not deter me from patronizing a business, especially if it is clear that the business has worked to overcome their misstep. By following my A.C.M.E. method, you still have a chance to keep or gain back that reviewer as a customer and show your other customers that you are willing to go the extra mile to make them happy.