used with permission from SBA.gov., by Anita Campbell
Bad online reviews can cause potential customers to shop elsewhere, negatively impacting your business’ bottom line. If your business has received a bad online review, here are steps you can take to handle it and minimize the damage.
Respond to Customer Reviews
Ignoring a bad review won’t make it go away. On the other hand, responding to customer reviews can result in better ratings and improve your business’ online reputation.
The Harvard Business Review analyzed tens of thousands of hotel reviews and responses from TripAdvisor. The study found that around a third of reviews on TripAdvisor receive a response and almost a half of hotels respond to reviews. According to the study, hotels that respond to customer reviews receive 12 percent more reviews and their ratings increase by an average of 0.12 stars.
Yelp for Business Owners points out that responding to reviews is a great way […]