Greater Reading Chamber Commerce Quarterly Spring 2017 - 22
Remember that this is a public forum and your comments will
likely be viewed by many potential customers. Take this as the
opportunity to provide further information about your company
that you'd like people to see, but be careful not to sound like an
advertisement.
Addressing the Bad Review
Because you've now done some work to increase the overall
number of reviews you are receiving, the one-off bad review does
not weigh so heavily on your overall ratings and reputation. An
occasional negative review can actually give you some legitimacy
too, as readers can see that your reviews are real.
So, how do you address the bad ones?
1. Do a little bit of research. If your company has the ability
to look up customer records by name, try to see if you can find this
customer in your database. This will give you an idea of what may
have happened. Be careful, though, to never put any personal or
sensitive information online.
2. Acknowledge the reviewer's concerns. Whether you feel
their comments are justified or not, acknowledge that they feel
they've been wronged. "We are sorry to hear that you feel . . ."
3. Never assume. Do not assume that the reviewer did not do
business with you or is wrong. While this may very likely be the
case, and you will naturally want to defend your business, you do
not want to get into a public tit-for-tat argument. Not only does
this look unprofessional, but it may further anger the reviewer who
may then seek even more outlets in which to publicly pronounce
his or her frustrations.
4. If the review is misdirected, politely point out that
possibility. If you believe that the customer has the wrong
company, is not understanding the issue, etc., carefully word your
response. "We do not generally work on sink installations, so
we feel you may have the wrong company." By going above and
beyond to help these customers determine if they have the wrong
22 COMMERCE QUARTERLY SPRING 2017
https://www.mtb.com/home-page
Table of Contents for the Digital Edition of Greater Reading Chamber Commerce Quarterly Spring 2017
Greater Reading Chamber Commerce Quarterly Spring 2017 - 1
Greater Reading Chamber Commerce Quarterly Spring 2017 - 2
Greater Reading Chamber Commerce Quarterly Spring 2017 - 3
Greater Reading Chamber Commerce Quarterly Spring 2017 - 4
Greater Reading Chamber Commerce Quarterly Spring 2017 - 5
Greater Reading Chamber Commerce Quarterly Spring 2017 - 6
Greater Reading Chamber Commerce Quarterly Spring 2017 - 7
Greater Reading Chamber Commerce Quarterly Spring 2017 - 8
Greater Reading Chamber Commerce Quarterly Spring 2017 - 9
Greater Reading Chamber Commerce Quarterly Spring 2017 - 10
Greater Reading Chamber Commerce Quarterly Spring 2017 - 11
Greater Reading Chamber Commerce Quarterly Spring 2017 - 12
Greater Reading Chamber Commerce Quarterly Spring 2017 - 13
Greater Reading Chamber Commerce Quarterly Spring 2017 - 14
Greater Reading Chamber Commerce Quarterly Spring 2017 - 15
Greater Reading Chamber Commerce Quarterly Spring 2017 - 16
Greater Reading Chamber Commerce Quarterly Spring 2017 - 17
Greater Reading Chamber Commerce Quarterly Spring 2017 - 18
Greater Reading Chamber Commerce Quarterly Spring 2017 - 19
Greater Reading Chamber Commerce Quarterly Spring 2017 - 20
Greater Reading Chamber Commerce Quarterly Spring 2017 - 21
Greater Reading Chamber Commerce Quarterly Spring 2017 - 22
Greater Reading Chamber Commerce Quarterly Spring 2017 - 23
Greater Reading Chamber Commerce Quarterly Spring 2017 - 24
Greater Reading Chamber Commerce Quarterly Spring 2017 - 25
Greater Reading Chamber Commerce Quarterly Spring 2017 - 26
Greater Reading Chamber Commerce Quarterly Spring 2017 - 27
Greater Reading Chamber Commerce Quarterly Spring 2017 - 28
Greater Reading Chamber Commerce Quarterly Spring 2017 - 29
Greater Reading Chamber Commerce Quarterly Spring 2017 - 30
Greater Reading Chamber Commerce Quarterly Spring 2017 - 31
Greater Reading Chamber Commerce Quarterly Spring 2017 - 32
Greater Reading Chamber Commerce Quarterly Spring 2017 - 33
Greater Reading Chamber Commerce Quarterly Spring 2017 - 34
Greater Reading Chamber Commerce Quarterly Spring 2017 - 35
Greater Reading Chamber Commerce Quarterly Spring 2017 - 36
Greater Reading Chamber Commerce Quarterly Spring 2017 - 37
Greater Reading Chamber Commerce Quarterly Spring 2017 - 38
Greater Reading Chamber Commerce Quarterly Spring 2017 - 39
Greater Reading Chamber Commerce Quarterly Spring 2017 - 40
Greater Reading Chamber Commerce Quarterly Spring 2017 - 41
Greater Reading Chamber Commerce Quarterly Spring 2017 - 42
Greater Reading Chamber Commerce Quarterly Spring 2017 - 43
Greater Reading Chamber Commerce Quarterly Spring 2017 - 44
Greater Reading Chamber Commerce Quarterly Spring 2017 - 45
Greater Reading Chamber Commerce Quarterly Spring 2017 - 46
Greater Reading Chamber Commerce Quarterly Spring 2017 - 47
Greater Reading Chamber Commerce Quarterly Spring 2017 - 48
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https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2021
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2021
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GreaterReadingChamber_CommerceQuarterly_Fall2017
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GreaterReadingChamber_CommerceQuarterly_Summer2017
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GreaterReadingChamber_CommerceQuarterly_Spring2017
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