How do you handle it when an unhappy client goes public?


The Situation: A stellar online review can boost your business. Bad ones, however, can turn people away from your doors, unless you deal with them promptly and correctly.

The Solution: “I acknowledge and respond to online reviews as quickly as possible in a professional manner,” says Cara L. Solomon, principal at Body Restoration Spa in Philadelphia. “I have also added pertinent details that the reviewer chose to leave out so the public has a full understanding of the situation. I can tell you that I have silenced snarky reviewers by explaining what actually took place. I hope that my method teaches reviewers the importance of bringing these situations to the spa’s attention before putting it on the Internet for the world to see. Sometimes the reviewer will get back to me privately. Some of them thank me for trying to rectify the situation.”

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