11 Apr 2022
As a business owner, you know that bad reviews are going to happen from time to time. It's inevitable, after all, you can't please everyone. However, how you choose to deal with those bad reviews can make all the difference in the world. In this blog post, we will discuss some dos and don'ts for handling bad reviews of your self storage facility. Follow these tips, and you'll be able to maintain your reputation and keep your customers happy!
First and foremost, don't take bad reviews personally. It can be difficult, especially if the reviewer is being unfair or downright rude, but it's important to remember that not everyone is going to have the same experience at your facility, this person is an individual and their opinion does not reflect the general consensus of people. If you take bad reviews too personally, you run the risk of alienating potential customers who see how you respond to negative feedback. Second, do take the time to respond to bad reviews. This shows potential customers that you are willing to listen to feedback and make changes where necessary. It also gives you an opportunity to set the record straight if the reviewer is being unfair or spreading false information about your business.
Respond Promptly
It is essential that you respond to all negative reviews as quickly as possible, regardless of where they are posted. The longer you wait to respond, the worse it looks for your business, especially in this digital marketing era that we live in now. Potential customers will see that you haven't responded or dealt with the review and will presume you don't care about your online reputation and that you're not willing to address customer concerns. If you're able to resolve the issue directly with the customer, be sure to post an update to the review letting others know that the situation has been taken care of. This portrays the idea that you take all your reviews seriously and want to help your customers.
Be Professional
When you respond, make sure you do so in a professional manner, even if the reviewer is acting unprofessional. This demonstrates your willingness to strive towards a solution. It will also show potential consumers that you are a self storage company that they can trust to solve any potential or future problems they may have in a timely and satisfactory way.
Don't Delete Bad Reviews
While it may be tempting to delete bad reviews, this is something you should avoid doing at all costs. First of all, it looks bad for your business if people see that you're deleting negative feedback instead of addressing it head-on. Secondly, it sets a precedent that you're not willing to listen to customer concerns and makes people wonder what else you might be hiding from them. If a review is truly offensive, you can reach out to the site owner and request that it be removed, but in most cases, it's best to just leave it up and respond accordingly.
Don't Get Defensive
No matter how tempted you may be, do not get defensive in your response. This will only make the situation worse and further damage your reputation. Instead, take a step back, breathe, and try to see things from the customer's perspective. Empathize with them and let them know that you understand their frustration. Showing the reviewer that you are open to view things their way can have a considerable effect on how they see you. This also serves as an excellent demonstration of business ethics to potential customers, providing them with a glimpse into your self storage business' personality.
Be Reachable
Once you have responded, offer your business contact details so the customer can contact you directly and give more detail regarding the issue. This approach shows you are willing to listen to the customers opinion and that you are personally trying to resolve the issue. Which ultimately demonstrates you are a customer friendly company.
Correct It - If Needed
Somebody has reviewed your self storage facility and not liked it, for one reason or another, it is now your opportunity to take ownership and make it right. For example, if the reviewer felt a certain employee spoke to them rudely, make sure all employees are fully aware of the correct business protocols and how to speak and interact with customers. Doing this will reduce the chances of a bad review concerning this topic in the future.
Finally, don't forget that bad reviews can actually be a good thing! They give you an opportunity to show off your customer service skills and prove that you're dedicated to making things right for your customers. So, next time you get a bad review, take a deep breath and follow these tips - it'll be over before you know it!
