Negative customer reviews - how to deal with them

Believe it or not, negative customer reviews can be good for business – if handled properly. In this week’s episode of Whiteboard Thursday, Nick Campion runs through the do’s and don’ts of dealing with poor customer feedback, explaining how to make those 1 star reviews work for your business and avoid a potential marketing disaster!

Blog article:

#NegativeReview #CustomerReview #BadReview

[jamescandlin]

Great advice indeed. Don't run away from problems, it only makes it worse!

[darkdancer]

This is always a difficult thing to do, especially as the owner of a small company. When you put in so much hard work into making your business successful, it can be devastating to see customers unhappy as it can feel like a personal attack against you.

[MNAhmed-veot]

I like the "solving a murder" analogy Nick! If business owners approach every negative review in that manner, then I can imagine they will be able to come to greater conclusions on how to handle each unique customer in the best possible way. It's also difficult to have faith in a customer's ability to be understanding after reading a negative review, but it certainly is the necessary approach :)

[johncarpenter]

Great advice, wish I'd seen this video earlier rather than getting into an argument on Trustpilot with one of my customers!

[naziamehmood]

What about when people leave anonymous reviews. Where you cannot contact them and you can’t really investigate properly.

[graemedonnelly]

This advice is so relevant as I always check out the 1 star reviews first. I am not particularly interested in finding out the details of the customer's issue; however, I am super interested in seeing how a company deals with the situation. Great video Nicholas!

[jameslesterart]

Excellent video! Really well explained every facet of reviews, thanks!

[zafirahchoudhry]

Excellent advice! It's so important to deal with negative reviews in an appropriate manner. Thanks for sharing!

[bigbuywomanltd]

Great ideas and great support. Recommendation ;)

[richroofs_]

Congratulations on the video, you are the best!

[anguspark]

The wider public opinion is really important to consider, people definitely read reviews and one bad review definitely stands out more than a positive one

[douglaschown]

Great advice as always! Happy customers tend to stick around!

[jodiehope]

Thank you for sharing these tips with us 1st Formations!

[rakheepatel]

Very true. I get completely put off when I see that a company has sent a customer an aggressive response, defending their bad customer service, instead of rectifying the issue.

[keziahcowan]

Great video - I enjoyed the anecdotes :).

[Iliketrainsbrooooom]

Another great video from 1st Formations! well done guys!
What platform do you recommend using to collect customer's review?

[diramemouhsine]

too much valuable info, thanks. I would be greateful if you can dedicate a video about permits and how to get them.

[margaretcoupland]

All feedback is good feedback if used correctly. Negative feedback provides an opportunity to consider what went wrong and how this can be prevented in the future. Positive feedback provides an opportunity to build on what is being done well and continue to seek to improve this.

[KittyWilliams]

How do respond to someone if they are threatening to post bad reviews if you do not give them money off? If they do post a bad review because we did not bow to their threats?