Your first instinct on seeing a negative online review may be to immediately and vigorously defend your business.
After all, you work hard to make sure everyone—from customers to employees—has a great experience. Not to mention, 80% of customers have changed their mind about a purchase after reading negative reviews, according to a survey conducted by Cone Communications.
Unfortunately, making an overly defensive response is usually the wrong move.
Potential customers may read your passion as hostility, and you could end up losing more customers than you save.
So, what is the right way to handle this situation?
Take the first step (it's free).
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