How to Handle Negative Online Reviews

On this episode we are joined by our marketing intern, Ariela Ruiz. She is a senior at Texas Christian University (TCU) and has been with us since around June.

Ariela and Eric talk about the proper way to respond to negative reviews and the steps that come along with that. Ariela puts an emphasis on making customers feel heard and to personalize the response back to them.

Her step to respond to negative reviews are as follows:

1. Acknowledge in a timely manner, show urgency.

2. Contact the customer privately.

3. Provide a solution. Lead with the positive.

4. Follow up with the customer.

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