Rob Tolliday argues that it is important for small business owners to learn how to respond to a negative online review. He makes the point that online reviewing is more popular in Australia than it has ever been before. He argues that small business owners should not fear bad reviews, but should now how to respond properly. He suggests that the business owner should follow a four step process. The business owner should introduce himself to the reviewer, thank the reviewer for the review, apologize for the inconvenience, and provide the reviewer with a private email so that the reviewer can take any further grievances offline.
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