How Companies Should Respond to Online Reviews

Customer review sites such as Yelp and Epinions allow customers to post reviews of companies and the products or services they offer. Of course, it goes without saying that some of these reviews are less than shining and this could reflect negatively upon a company. Let's be honest, one eloquent negative review could ruin a small business.

So what do you do? Well, Yelp allows businesses to respond to the negative reviews and an up-and-coming startup called Pley will provide a forum for business owners to review customers. However, when responding to customer reviews, there are some rules you must follow in order to reverse negative publicity.

When should you respond?
-If you genuinely need to make amends for a mistake
-When the customer is missing the facts (or has incorrect information)
-When the review develops legs and many are responding with similar opinions
-If the customer is angry with you, and not just his/her own life (or business in general)
-When someone reads the review and is offended for you

How should you respond?
-Listen to what customers are saying
-Be honest and open in your response
-Remain calm and do not attack the customer
-Speak like a human being and avoid industry jargon
-Promise to be better in the future

Think you can do it?  Try it out!