It’s an unavoidable fact of running a business that, sooner or later, a customer will be dissatisfied. Decades ago this would have meant that they told a few of their friends, but today it can often mean a negative review on any one of a number of widely trafficked consumer review websites like Yelp.
When the inevitable happens, there are a few ways you can handle it. For example, if you want to avoid bad publicity, you can simply ignore the review or respond calmly and professionally. If you don’t mind things potentially blowing up in your face, you can respond angrily and irrationally. And, of course, if you actively want things to go south in a great big hurry, you can do what a watch repair shop in New York did and threaten to sue the person leaving the unflattering review for defamation. Continue reading