Tranter Banter

The time will come when every business will have to face a bad online review.  It’s just a matter of time. No matter how hard we try, we just can’t please everyone.  With the availability of online review sites or social media sites when people are free to air issues, our unhappy customers now have an open place to vent their bad experience or their frustrations.

Being ready for such an event is very important to every business.  Having a plan of action and an idea of what to do, where to start or a company procedure is the beginning and could save lots of heartache and anguish down the road.   You’ll be glad to you took steps now to maybe avert a disaster.

Here are some ideas to think about.

Think of some terrible experiences and how you would like to see your company come out of the experience. 

Designate a go-to person to discuss the problem with who will formulate a game plan and present the company’s response.  Don’t just leave it in the hands of someone whose responsibility to make Facebook posts.

Is the customer right?  Does the company have an issue that needs to be corrected?  Look honestly through the eyes of your customer.

Figure out the complete facts of the situation before responding.

Wait until emotions have calmed down before responding.  Don’t respond as a hothead.  You’ll be sorry later. 

Don’t threaten the reviewer or make promises you can’t keep.

Don’t point the finger at someone else. 

Be sincere.

Sometimes the worst thing a company can do is nothing.  Sometimes it is the best thing a company can do.  Discussion among the team will help to formulate a sound response.  Future viewers will be watching how a company handles such an issue.  Future perception is very important now.   As painful as it might seem, admitting to a problem and offering to correct it is probably the right way to go.  Don’t be afraid to make the offer to set things right.