Forty seven percent of potential customers who read a bad review will go onto the next business listing without giving yours a second glance.
Here's the dirty little secret reviewers won't tell you.
The vast majority of bad reviews are from people who are upset, angry or disappointed with your service.
Their reason for providing a bad review has very little to do with the product or service they purchased, it almost always has to do with how you made them feel.
Problem is, the reviewer who took the time to leave a bad review is already angry, and it's going to be harder to change their mind now than it would have been at the time when the problem occurred.
Under each review, Google asks, "Is This Review Helpful (Yes / No)."
Google will not remove the review if enough people say, "No," but if 10 out of 10 people indicate the review was not helpful, many of your readers will discount the review and basically ignore it.
Ask your customers and friends to rate poor reviews as not helpful.
You can respond with an apology and a solution.
Unfortunately, the management response on another review site will not show up on Google, but it will show up directly under the bad review on the site where it was posted.
The very best way to handle bad reviews is to insure that unhappy customers never get to the point where they post their opinions on Google.
If you provide exceptional service, poor reviews should never become an issue.
Reputation bad is such a complex subject that there are so many different ways to look at it.
If there are any other areas you are not sure about, please have a look at some of the other articles on our website - we do a lot of research to make sure we present our readers with everything there is to know.
Please leave us a comment if there are more aspects of reputation bad you would like us to cover, and, be sure to come back.