5 Tips for managing a bad review
- Don’t try to remove it: This may lead to further negative comments.
- Respond publicly: Show empathy for the customer’s frustration.
- Don’t defend: Avoid getting into a public debate. This just adds fuel.
- Explore solutions: Offer to resolve the issue offline for the customer.
- Be Proactive: If you have plenty of positive reviews to dilute the negative one, it has far less impact.