Tax Checklist
2020 - Tax Checklist
To assist in completing your tax return, we have a checklist that will help you with what you need to provide us. Find out more
Virtual Tour
- Virtual Tour
Take a tour and explore our office Find out more

How to handle bad reviews about your business


When was the last time you made a purchasing decision based on positive customer reviews?

Most of us can remember when we decided NOT to buy something based on negative reviews.  it works both ways.

Online reviews have become the new go-to on social and they have tremendous power when it comes to influencing decision-making behaviours.  research shows that over half of all consumers are likely to seek out additional information, and that online reviews matter most before buying products and services.

If your business reviews don't currently have 5 stars and you've received a number of disappointing reviews, here are some tips:

For each negative review that has been posted, you should:

  • make sure you take the time to thank the reviewer for taking time to explain the situation.
  • reach out to them personally to apologise and understand what happened.
  • to ensure the person feels heard, list some actions that you will undertake to review the process so that their experience doesn't happen to other customers.

Further research shows that 50 percent of buyers will forgive the actions that caused them to post the bad review if the situation is resolved properly.

It is possible to create a positive impact with a large portion of disgruntled buyers, making even bad reviews positive in the end.

In addition to being able to identify and correct what went wrong in the first place, bad customer reviews give you insight into the outside perception of the company.  Negative review can be helpful to reveal what needs improving, whether employees are doing a good job, and how to strengthen a strained relationship.

So, paying attention to customer reviews and dealing with them in the correct way can help to improve the number of positive reviews in the end, as well as managed expectations.  never underestimate the power of turning a negative into a positive.

Back to Articles & Guides

Sign Newsletter
What our clients say...
  • "I've known Ross for many years and his team continues to deliver good, wholesome country service" - Read more
    - Kym Westcott, Paleo Cafe
  • "Maclean Partners are very knowledgeable accountants who are always attentive and keen to learn more about how to improve our business. John and his team offer sound advice about tax and general accounting, as well as helping structure and manage the financial aspects of the business to our advantage". - Read more
    - Tony Pascoe, NQ Foot and Ankle
  • "We've worked so hard over the past 10 years to get the business to where it is and sometimes you can't see the forest from the trees. Thanks to the Maclean Partners and the 90 Day Business Challenge, I found each module so helpful and the self-paced online aspect combined with the face to face coaching and workshops worked really well for us. - Read more
    - Nelly Evans,Powdercoat Select
  • "Nelly (my wife) told me she had signed up for some business training and I told her it was a waste of time and money. I wasn't interested in doing it at all because both our businesses are firing on all cylinders, but to show her support, I went along to the first workshop and I was impressed. Nelly and I have been doing a lot of talking, but we realised that we never had the right mindset to take action. - Read more
    - Glenn Evans, The Fencing Factory
Logo Logo Logo Logo Logo Logo