{"id":15438,"date":"2022-02-09T21:00:41","date_gmt":"2022-02-09T21:00:41","guid":{"rendered":"https:\/\/www.markperlbergcpa.com\/atlanta-businesses-heres-how-to-deal-with-negative-reviews\/"},"modified":"2022-02-09T21:00:41","modified_gmt":"2022-02-09T21:00:41","slug":"atlanta-businesses-heres-how-to-deal-with-negative-reviews","status":"publish","type":"post","link":"https:\/\/prosperlcpa.com\/blog\/2022\/02\/atlanta-businesses-heres-how-to-deal-with-negative-reviews\/","title":{"rendered":"Atlanta Businesses: Here\u2019s How to Deal with Negative Reviews"},"content":{"rendered":"
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With all of the extra year-end bookkeeping and tax matters your business is trying to tackle right now, a social media storm is the last thing you need\/want to deal with. <\/p>\n

But it’s sadly the sort of thing that will not go away by itself. And how to deal with negative reviews is something Atlanta business owners like you need to be thinking about. <\/p>\n

Anybody who\u2019s been in business five minutes has had a customer stand in front of them with a complaint.<\/p>\n

A worker was rude \u2026 Something arrived broken \u2026 You didn\u2019t do this \u2026 You didn\u2019t do that\u2026 <\/p>\n

You listen, you work it out, and they either stay a customer or they take their business elsewhere. <\/p>\n

Thing is, it used to be that customer complaints weren\u2019t put in writing for potential customers to read \u2013 but now that\u2019s exactly what happens when someone complains about your business online. That gripe can just sit there, week after week, month after month, potentially polluting your relationships with new customers before they even begin. <\/p>\n

Hey, we love you and your Atlanta business, and as far as we\u2019re concerned everybody else ought to love you, too. But here are two truths: You can\u2019t please every customer. And bad reviews of your business online can really hurt your company. <\/p>\n

For a long time. <\/p>\n

Here\u2019s how to deal with negative reviews and keep your company\u2019s good name online (because we want you to be able to focus on running your business well in times like these)…<\/p>\n

Atlanta Businesses: Here\u2019s How to Deal with Negative Reviews<\/strong><\/span>
“Many a man’s reputation would not know his character if they met on the street.\u201d – Elbert Hubbard<\/i><\/span><\/p>\n

Leaving a good lasting impression <\/strong>is something we all want in life. In business, it\u2019s the key to keeping clients. But leaving a bad one\u2026 well that could mean a lot of lost business. <\/span><\/p>\n

A recent survey showed that more than nine out of 10 consumers say a negative online review can turn them off from choosing a particular business. Other surveys have shown that often online shoppers won\u2019t even go near a business that has fewer than three out of a possible five stars.<\/span><\/p>\n

Wow. Losing new customers because of just one bad comment about your business? Unfortunately, that\u2019s the reality. Even if the bad comment was slipped in by a \u201cKaren\u201d who just has it out for your business, figuring out how to deal with negative reviews should be a top priority.<\/span><\/p>\n

There are a lot of platforms online where customers can bash you (or sing your praises). Google, Amazon, Yelp, Facebook, TripAdvisor \u2013 maybe even your own website hosts reviews. <\/span><\/p>\n

Are you on those sites? Are your customers? Your first move in managing your online reputation: Find out the platforms where your business is mentioned and where your customers like to go. That\u2019s where you should advertise and build some kind of presence.<\/span><\/p>\n

It\u2019s also where bad reviews about you will show up.<\/span><\/p>\n

Put your browser on private mode (aka \u201cincognito\u201d or \u201cInPrivate\u201d) and Google your company\u2019s name. Maybe tack on the word \u201creview.\u201d See anything from a customer? If you did, right now you\u2019re probably either thinking how cool<\/i> or you\u2019re using some colorful language. <\/span><\/p>\n

It\u2019s hard, but step one in how to deal with negative reviews is finding those reviews and reading them.<\/span><\/p>\n

And the answer is\u2026<\/strong><\/span><\/p>\n

Recognize any of your customers? If the comments were positive, write back and thank them \u2013 that\u2019s just a win-win. <\/span><\/p>\n

If the comments were bad \u2013 Well, we\u2019re sorry to say, there is no quick DELETE button for those. <\/span><\/p>\n

Where is the comment posted? Are any of the bad comments recent? If they are, you should respond\u2026 and fast. <\/span><\/p>\n

No, don\u2019t fire off a warhead full of defensive language. Take time to think about your answer. Think relationally. How can you show understanding and build a bridge to a good experience? Responding to the negative comment in this way shows you\u2019re a professional. <\/span><\/p>\n

You also might learn something to improve your business. And depending on your follow-up, you might even end up keeping the customer. That\u2019s right \u2013 some people respect your effort. Not everybody to be sure, but some… <\/span><\/p>\n

Put your initial response in the public platform where the comment appeared but then take all the back and forth offline \u2013 email\u2026 or phone call (maybe<\/i>). <\/span><\/p>\n

About apologizing: If your business was to blame, say you\u2019re sorry and tell the reviewer you\u2019re working on the problem. But at the first whiff<\/i> of legal liability, fall back on phrases that don\u2019t pin you down. Better yet, check with a lawyer first. <\/span><\/p>\n

Responding fast and thoughtfully also shows the other folks on that website \u2013 potential customers <\/i>\u2013 that you\u2019re a businessperson who makes things right and fixes problems. That\u2019s a good reputation to have. <\/span><\/p>\n

You don\u2019t ask, you don\u2019t get<\/strong><\/span><\/p>\n

One great way to head off problems is to be in charge of the situation. Regarding your online reputation, take the lead and ask for reviews<\/strong>. <\/span><\/p>\n

Yep, it works. If you\u2019ve got a satisfied customer, ask them to say so online. One negative review by itself looks terrible for you; one negative review among half a dozen positive ones can be a good ad for your business. <\/span><\/p>\n

Moving forward, if you want to get formal about it, you can set a goal \u2013 say, X number a month \u2013 for requesting online reviews. Set a schedule for checking your online presence. And if one customer just keeps writing negative review after negative review, don\u2019t be afraid to tell them to take their business elsewhere. It\u2019ll be worth it. <\/span><\/p>\n

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We\u2019re books and accounting experts, but we\u2019d be happy to help you find somebody who can help you figure out how to deal with negative reviews or any other aspect of your business online. Give us a buzz. <\/p>\n

calendly.com\/mark-perlberg-cpa<\/a><\/strong><\/span><\/p>\n

 <\/p>\n

Ready to help you however we can,<\/p>\n

Mark Perlberg<\/strong>
<\/strong>
Mark Perlberg CPA PLLC<\/strong><\/p>\n

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