Bad Review Tactic 4: Go public if you must
A bad online review doesn’t have to hurt-that is, if a nutrition firm already has a recovery strategy in place.
Unfortunately, there may be some complaints that are irresolvable via back channels, and you’ll have to go public with a response. Take care in these instances to come off as a consummate professional who is truly looking to satisfy customers.
Says Kathleen Fealy, president of Web-design firm KF Multimedia & Web: “The office should respond to the review in a professional manner, acknowledging the issue and stating what they are doing to correct the situation.”
Adds Yelp’s Lowe: “You shouldn’t view the public comment feature as an opportunity to nitpick at slight inaccuracies within a review. Instead, it’s a chance to demonstrate to would-be customers that you’re on top of your customer service.”
And, again, don’t be defensive: “Getting your side of the story out isn’t as important as demonstrating you can keep your cool when problems arise and that you care about customer feedback,” Lowe says.
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The Nutritional Outlook Podcast Episode 33: Keeping up with contract manufacturing
July 26th 2024Nutritional Outlook talks to Lauren Samot, commercial innovation leader, and Blayney McEneaney, sales executive at Vitaquest International, about trends within the contract manufacturing space, and the ways in which contract manufacturers like Vitaquest keep up with the market and differentiate themselves from the competition.
