There is an old saying that all publicity is good publicity, but in the golden age of the internet this is not necessarily true.
Once upon a time, if a client didn't like something about their visit to your business they might tell a few friends and it would be left there and forgotten. However, the internet means that people can voice their feelings in a very permanent way. So, how do you deal with a bad review?
The first tip we can give you is not to panic. One bad review will not break your business, and it will very soon disappear in amongst a long list of more positive reviews. That is not to say that you should ignore it, putting your head in the sand won't solve any problems. Take a look at the review and assess what it is really telling you. If it is someone being unreasonable or trying to cause trouble then make sure your remain professional and positive at all times when dealing with them. Ignoring the review will make it look correct so try and post a constructive reply outlining your position and politely make the offer for them to come and discuss it with you (invariably they won't take you up on this). Whatever their response, any reader of the review will see how you dealt with it and can easily draw their own conclusions.
If the complaint is a valid one you should work quickly to correct it. Depending on what the issue is, ask the poster to give you a call, pop in or send pictures and try to work out a way to resolve it. Not only will this turn an unhappy customer into a happy one, it will also show the public that you take customer satisfaction seriously.
You should also use customer reviews to analyse how your business is performing. If the same complaint keeps cropping up then you know this is something you need to rectify. Take it all as a learning experience to assess what areas of your business you still need to work on.
Rectifying a complaint does not always mean freebies and discounts, so make sure you offer a solution that works for everyone. If it is something you are not sure about, suppliers such as Goddess International are only a phone call away for support and advice.