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Reeling from a bad review? How to respond, and then bounce back

Reviews and rankings can make or break a small business. Very few SMEs have the budget for a dedicated marketing department, and many rely on search engines, social media and reviews to get their name out there. But what if a disgruntled customer has taken to Twitter, Trip Advisor or even your own website to voice their disappointment? If you don't want your business to have a bad reputation, here's how to respond and then bounce back.

1. Keep an eye on that feedback

What good is responding to a bad review that was published months ago? It's incredibly important that you know how people are able to reach out to your business; whether they're going to voice their concerns through your website, on social media or a platform like CustomerSure, you need to know exactly where that feedback could be coming in. 

Consider setting up email alerts for whenever your products or services are rated online. If you do have a social media presence, make sure it's being regularly checked up on. A slow response is likely to turn a critical review into a lasting mark against your company.

2. Respond publicly, stay professional

A public review requires a public response. If you have the contact details of the client or customer it may be worthwhile reaching out to them directly too, but the important thing is to indicate to future customers that this complaint is being followed up. Make sure to maintain a professional tone, do not become argumentative or attempt to dispute the complaints made - it's not the place or the time, and comes across as dismissive.

The customer is always right - trust their feedback and their judgements, and offer a sincere apology.

3. Move the conversation offline

After you've apologised, make sure that the client has a way of contacting you. This not only provides them with your assurance that you will resolve the issue to their satisfaction, but also indicates to your potential future customers that you are prepared to act on feedback. Illustrating that you take complaints seriously is much more powerful than just a scripted apology. 

When you do speak with the customer, this is a suitable time to acknowledge each of the issues raised in their online review.

4. Act on the feedback

The worst kind of review is one that is repeated by another customer. If more than one client claims that your service was 'unfriendly', it gives the statement far more weight than a stand alone complaint. This will not go unnoticed by your potential customers.

There will always be customers who love to complain, but for the most part if a client has given you negative feedback its because they have genuinely had a poor experience with your company. Review the claims, rectify the problems and work out how your going to avoid this situation repeating itself. A little extra effort now will ensure positive responses in future. 

Check out Transcendit's customer reviews, managed through CustomerSure

The Transcendit Way

Transcendit understand that when you choose to work with us, whether we're taking care of your IT, app or web development, you're trusting us with part of your business. So whether we're looking after your computers, phone systems or servers we always do things 'the Transcendit way'.

The whole of our team adhere to the same values, beliefs and policies - the principles that were written when Transcendit first formed in 2000. Whether you come to us for cloud services or recovery backup you can be confident that you'll always receive the same excellent service.

The Transcendit way outlines how we do business; following the same straightforward principles with every client and customer, regardless of how big or small they may be.

That means we get to know you and your business. We offer you a friendly, professional and efficient service, and we'll always be honest with you.
We understand that not everybody speaks fluent IT, so we try to explain things in a way that is simple and clear. We always spend as much time as is necessary explaining things to you.
If you need to talk to us about something, no matter how insignificant, we are only ever a phone call away – and we’re never too busy to make you a cup of tea and have a sit down with you in person.
We understand how frustrating it can be when things are late. When we schedule an appointment with you, we are there when you’re expecting us. If something prevents us from getting there, we always call you in advance to let you know.
Sometimes things can go wrong, but we never lie to you or try to cover something up. If things go askew we tell you what’s happened and how we plan to prevent it affecting your business.
We want you to continuously benefit from working with us. We regularly discuss your business and make suggestions for improving systems and processes wherever we can – but we never try to push you into a purchase.
When we quote a fixed price, that's always the amount we charge – you won’t find any nasty surprises on a bill from us. If you are paying by time and materials, we inform you if our approximations could change.
We understand the importance of privacy for your business and your customers. We respect the confidentiality of your data, and we will never pass on your information to third parties.
We appreciate it when you take the time to give us feedback. A system called CustomerSure records our client's responses, so you can trust that our reviews are from real people.
Find out what they're saying here.
Very friendly and helpful. Doesn't presume that you know much but at the same time doesn't speak to you as if you know nothing. Very pleased with my contact. Christine Gibbs, KSA Group Ltd

Based on 9108 reviews our customers rate us 9.8/10. Reviews and ratings by Customersure. 22-June-2020

Transcendit are proud sponsors of CHUF, the Children's Heart Unit Fund.

Transcendit is a Living Wage employer