If you're own a business you are going to have a bad review show up in a phone call or post online. How should you respond? John and Angel share their process on how to deal with an upset customer. Angel shares her HEAT process.
H ear
E mpathize
A pologize (not for what you did but for the experience)
T ake Action (do not say what you can't do, but what you can do)
John suggests with online reviews, do not ignore them! You should post online showing you are addressing the issue. Do not get into a post war. If you can't resolve the issue and have it removed by the customer, then you should move the conversation offline. If the post remains, the only way to combat this is to add new legitimate reviews that will reduce the ratio of the bad review and up your rating. Don't have your friends write fake reviews. Have legitimate customers. You should have an active review process to get more reviews. In today's challenging times, it is critical for your small business to have reviews online.
If you have other suggestions or ideas, write us at john@ondomedia.com
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Thanks for listening!
Marketing Media and Cupcakes is back after a four-and-a-half-year hiatus. We are producing three new episodes in the fall of 2025, but having been gone for so long, we want to know if you want us to continue. Please like, share, and subscribe, or send us a note at john@ondomedia.com that you are listening!
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