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Tips for Handling Disgruntled Customers

Your online reputation has a direct impact on your business. While every business strives to offer an exceptional experience for their clients, there is an occasion when someone has a not-so-ideal experience with your business. This can be tough. You pour your heart and soul into your business and it can be difficult to read a disappointing review about your venture. We understand this is tough but it's important to try to mitigate the situation as soon as possible. Our reputation management company has offered some tips on handling an upset customer who leaves a review. Check out the tips below so next time you find yourself in this situation, you'll feel more confident in your reply to a disgruntled customer.


Tips for Handling Disgruntled Customers:

Take a Deep Breath

It can be easy to reply quickly in anger but it's best to take a deep breath and relax as you respond to an upset customer. Remain in control and collect your thoughts before responding to a bad review.

Give the Situation a Positive Spin

You could talk about how your business typically offers a great experience or how this is unlike a normal experience for clients. This can help shine a positive light on your business.

Apologize for the Situation

Take ownership of the situation turns bad. Even if you may not feel like you are at fault, it's important to see the situation from your client's point of view.

Be Personal

Offering a personal response can help the upset customer see that there are other people on the other side of the keyboard. Try to be empathetic about the issue the client experienced.

Make the Conversation Private

It can be easy to get into an exchange of messages online. Try to tactfully take the exchange offline where it cannot be viewed by everyone. Encourage the upset customer to reach out directly or ask for contact information so you can help make the situation right on a more private platform. The last thing you want for your business to be the next viral thread going around with how your business got into an argument with an upset customer -- it's simply a bad look for your brand.

Learn from the Experience

Every review -- whether good or bad -- should be a learning experience for your business. Take the negative views and make it a learning moment for you and your staff. If you have negative feedback, try to share that with everyone on your team. The only way to improve upon a negative experience is to make sure everyone is aware of it and grow from the mistakes that were made.


If you aren't monitoring your online business reviews, it can be hard to catch each time you have a negative review. Responding to a negative review as an attempt to smooth over the situation can help you win back a once upset customer. If you leave this review unaddressed, you may have lost that customer for good. Also, an upset customer is much more likely to share their feelings about your business with others -- leading to more and more negativity surrounding your brand.

We understand it can be tough to keep up with your online reviews and that's where BlueJay Reviews comes into play. We offer a user-friendly platform to help you monitor all of your online reviews in one location. Monitor, generate, and manage your online business reviews with us and start seeing how easy it is to keep tabs on your online business reputation.

www.BlueJayReviews.com
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