TURNING
A NEGATIVE REVIEW
INTO A POSITIVE
By Trudi Charest, RO
Online reviews are a way of business
these days and we need to not only be
actively requesting reviews from our
customers, we need to be prepared
when we receive a review that is not
positive.
Your current and potential custom-
ers are online everyday, searching for
eyecare and eyewear providers.
Reviews play a huge role in convinc-
ing people to try a new business or
return to a business they know. We
know to look at not only how many
reviews a business has, which makes
us automatically think they are
amazing if they have a lot of reviews,
but we look for that telltale score.
Many of us won’t even consider a
business that does not rate some-
where between 4.0 to 5.0.
So now that you know how important
reviews are, what do you do when you
receive a not-so-positive review?
It’s not only important from an
online exposure perspective, but also
from an internal team perspective.
We all take it personally when
someone jumps on us online and tells
everyone how awful we are.
It hurts our feelings, our pride and
our productivity.
The good news is, when handled
properly, not only is it possible to
turn the experience around for the
customer but it’s also possible to use
this experience to improve your in-
office experiences.