“Oh No… My business just got a scathing review on Google+ Local. Now everyone who does an internet search on my company will see this awful review. My business is ruined!”
Many businesses go on a tirade such as this once they discover negative content about their companies online. However, if this ever happens to you, just keep calm and carry on. It’s not the end of the world (although it could seem that say); it’s just one bad customer review.
First, let’s think about why this hypothetical customer is slandering your business all over the Internet with his or her hurtful words. Why would someone take time out of their day to write about a business? I mean, most people are busy enough with work and family stuff. Who has the time to do this?
One obvious reason is that this person had a legitimately awful experience at your place of business. They just hated everything because they feel you messed up somehow. Now, they want to let the entire world know so other people won’t “make the same mistake that they did.”
If this is the case, then you’ve got some work to do. You shouldn’t be complaining about this nasty customer; you should be working towards finding out why they are upset and what you can do to make it better.
There’s another reason why people might write bad customer reviews: Because they’re bored and nobody has ever loved them. In either case, you’re going to encounter both types of situations and you’ll want to be adequately prepared to deal with them.
But let’s be honest…
There are people who write bad customer reviews just because they’re miserable; and their only pleasure is to tear down other people’s hard work. You’ll notice that even great restaurants (some of the best in the world) will have someone complaining; either the service was terrible, the food was awful, the prices were too high, and the list goes on…
Some people will write a bad review no matter what. It’s just the way the world works. (And it especially works that way on the Internet).
Therefore, consumers expect to see one or two negative customer reviews. The good thing is that most consumers know how to filter out the review trolls and spot the legit ones.