Earlier this month, we hosted a joint webinar with Yelp to talk about best practices for managing online reviews and the impact those reviews have on your SEO results. On the webinar, Darnell Holloway from Yelp outlined a great method for dealing with negative reviews called “Stop, Drop, and Roll.”
- Stop: Don’t respond immediately to a negative review. A good rule of thumb is to sleep on it. Waiting to respond gives you time to calm down and compose a well-thought-out response.
- Drop: Drop any pride and defensiveness from your response. While you’re at it, have a trusted friend or coworker read your response before you post it.
- Roll: Roll with it. You can’t control the opinions of all of your customers or all of the reviews you get. Do your best to mend the issue with the angry customer, continue doing what you do best by providing outstanding service, and you’ll see positive reviews start to roll in.