What is the first thing a potential client does when looking for an architect? If you answered "look for reviews" you're correct. So what do you do if you have bad reviews?
- Avoid being defensive. It's natural to have hurt feelings or want to retaliate when someone speaks poorly of your business. Avoid this reaction. Instead, do a little research.
- Google your business to see if there are any additional negative reviews about your firm. If you find a pattern, for example, multiple clients saying your staff is rude and unhelpful, you know where to start. If you only have one bad review, that's great news!
- Talk to anyone on your staff who may have interacted with the unhappy client. It's possible a misunderstanding occurred or you have an unreasonable customer on your hands. Either way, it's best to know what you're up against before you respond.
- Now that you understand the problem, you're ready to respond. Make sure you respond to all reviews, both positive and negative, in a positive manner. When responding to bad reviews start by thanking the reviewer for their time and valuable input. Apologize for their poor experience without making excuses (yes, even if their complaint is unreasonable. This shows future customers you are dedicated to keeping your customers happy). Let them know how you plan to address the problem. The response below not only addresses client concerns, but also encourages the client to take the conversation off of a public platform, and shows potential customers your dedication to customer care.
Example: "Thank you for taking the time to provide us with feedback. We are very sorry you had a bad experience with our company. We are working with our staff to ensure we are able to provide top-quality customer service in the future. We would appreciate the opportunity to make things right with you, please call our office between 8am-5pm to discuss possible solutions."
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