7 steps to managing bad online reviews

If you are in a business-to-consumer business, you probably already have experienced the sting of dealing with online reviews. There is the customer you bent over backwards to please who still gave you a bad rating. There is the guest who didn’t speak to you first about a poor product or service experience and then aired a grievance in public. Then there’s the patron whose story doesn’t even remotely sound like they are talking about your business. Nonetheless, their negative statements are out there, affecting your bottom line.

It can be incredibly frustrating, but since 70 percent…