It happens sometimes
You work really hard, you do the best you can for customers, you provide the best service you can. Then, BAM, out of nowhere you've got a bad review on Yelp, or Google Reviews. it's a horrible feeling. But what can you do about it, you're only a small business... Fret not! You can fight back!
Examine the Review
There's steps you can take to recover, and they just come from small behavior changes. First step is to take a look at the bad review.
Do you remember the customer?
Is there something you could have done to prevent it?
Can you prevent it in the future?
If there was something to be done, then remember it and retrain yourself to prevent it in the future, or train your employees to look for the cause of the problem. That will certainly help with future customers. But your probably worried about that bad review still, after all- everybody can see that! Aweful..
Get More Reviews
Step 2 is getting more reviews. No, I don't mean ask all your friends to leave reviews. The best way is to have steady, regular reviews. Ask your customers to give you a quick review if you feel you provided good service. If you regularly ask customers for reviews, you get a good amount and the bad review will start to fade. ten reviews at 4 or 5 stars will help make that 1 star look like a fluke. And it will also help you get a better picture of how your honestly doing.
If your doing really well, the reviews will reflect that. If you star to get 3 star reviews or lower, it's time to figure out why and fix it. Keeping tabs on customer satisfaction is really useful for determining how to adjust employee behaviors, and the future of your company. New products and services and can be born from tracking reviews and customer satisfaction.
The End Results
By tracking reviews on Google and Yelp, you'll find that your customer service will only up bringing pride to your work, and helping stop future bad reviews. But it won't necessarily be easy, as changing personal and/or employee behaviors can be difficult. Old habits do die hard. But with some effort, you'll see positive reviews every week!