‘Hey Tiff. How do I delete negative reviews from Google or Facebook? I’ve recently taken over a business and I need to change those old reviews.
This was the question I had in a workshop last week. And, I thought it might help some of you who follow me.
So, Google and Facebook make it very hard to delete any kind of feedback in their review interfaces. (these aren’t just comments; this is a formal review in the review area of business pages).
What you can do instead is write a comment on their review saying ‘I regret that you went through this situation. We are under new management and have put in new staff (or training etc) to make sure this doesn’t happen again. We’d love for you to give us another go, get in touch so we can send you a coupon code for 25% discount on your next spa treatment’
Choose your own discount amount and take out spa treatment for your product or service, but you get the idea.
Even if they don’t reply because the review might be old, then it still tells any new readers of the review section that management has changed and that you are listening to your customers.
Showing that you are open to feedback and wanting to fix things where you can is essential to building relationships that lead to sales.
For me, the only thing worse than a bad experience is when the business wants to just ignore it.
The times I remember the most are when I was at a cafe and they forgot our order entirely. When we enquired about where it was, they had to ask us to re-order again. But, they gave us a discount on the bill to make up for it.
So, we kept coming back and started recommending the place to friends, because they cared to try to fix things.
No business is perfect. Mistakes get made. But it’s how you handle it that makes the difference in my book.
Now tell me about your experience below. How do you handle negative reviews in your business? If you haven’t had any yet, how would you handle it?
Let us know, because we can all be inspired.
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