A bad online review doesn’t have to hurt-that is, if a nutrition firm already has a recovery strategy in place.
Generally, the best solution is a private, offline response to a consumer that offers a concrete solution to his or her complaint and essentially turns a negative customer experience into a positive one. And if your business is in the wrong, own it and make authentic amends.
“On Yelp, a business owner can respond privately or publicly,” Yelp’s Lowe says. “We recommend starting with a private, diplomatic response.” Specifically, Lowe recommends using this script:
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