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You’ve visited this website because you feel the pain. Everyday you see that damn 1-star rating from a person that you’ve never heard of, or ever recall doing business with. You know these one star reviews are making you lose business. More importantly, many of the reviews are unwarranted.
What Business Owners Need To Know About Poor Reviews On Tripadvisor
As a business owner, you depend on reviews from former customers for your business to thrive. One of the best sites for reviews is Tripadvisor. It is a trusted site and it allows you to add as much information about your business as you like. Many people who are looking for a place to go in a certain area will get ideas from Tripadvisor. Not only can they learn everything that they need to know about your business, they can find out what other people think about your business.
How Do Bad Reviews Affect Your Business?
People rely on other people’s opinions when it comes to choosing a place to go. If your business gets a bad review from a customer, it can have a serious impact on your business in the future. There are a few ways that a bad review can negatively affect your business.
1. You Will Lose Customers: If a person is looking for a place to go in their area, and they see a poor review about your business, they will likely move on to one of your competitors. If that person had a good experience with one of your competitors, they will leave a good review for them, helping to grow their business, not yours. Because of one bad review, you lost a customer and your competitor gained one and with the good review, they will likely gain many more.
2. One Bad Review Leads to Many More: When one person leaves a nasty review, this will give people license to do the same. Soon, you will have many people attacking your business. People who didn’t like the service that received or were unhappy with your business months ago, but didn’t have the never to leave a bad review will be encouraged to speak up if they see that someone else left a bad review. Soon, the negative reviews can spread like wildfire and eventually, your page will be flooded with poor reviews. It can be hard to repair this kind of damage.
3. The Attack on Your Reputation Can Spread to Other Sites: If you don’t handle bad reviews on Tripadvisor as soon as you see them, you can start taking hits on other sites such as Facebook, Yelp and Google +. If the slams against your business go viral, it can be very damaging to your business’ reputation which can have a serious effect on your revenue.
How To Handle a Bad Review Without Having it Deleted
If your business gets a negative review from a customer, you need to nip it in the bud as soon as possible. You want to stop the negativity before it spreads too far and you can no longer control it. There are a few ways that you can deal with a bad review before it seriously affects your business’ reputation.
1. Respond Promptly: Ignoring the poor review isn’t going to make it go away. You should respond the reviewer as soon as you see the negative comments. This will show that customer and other customers who read the review that you value their business and you value their opinion. An apology can go a long way. If the complaint was something serious, you should offer the reviewer a refund or a discount if they are willing to come back. This will show them that you care about their business. It can also give you a second chance at making them a regular customer.
2. Be Polite: It is easy to get offended when someone posts a poor review about your business. Before you respond to the reviewer, you should take a minute and calm down. Think about what you want to say when you are no longer angry. If the reviewers sense aggression in your reply, it will only escalate the issue.
3. Take the Issue Offline: If you don’t want to deal with the issue where everyone else can see it, you should contact the reviewer offline, via email or if you can get it their number, via phone. This is a great way to show the reviewer that you care about their business and their opinion, and that you are willing to take the time to single them out to apologize for the issues that they had. If you were able to make them happy offline, they will likely fix things online, and you will get a good review.
4 .Encourage Customers to Review Your Business: It is a good idea to encourage your customers to leave reviews about your business. If you get 10 customers to leave a review and one of the reviews are bad, the 9 other good reviews will offset the one bad one.
5. Share the Reviews With Your Employees: It is a good idea to share the positive and negatives reviews that people post with your employees. The good reviews will give them a sense of pride and accomplishment that they are doing a good job and they will continue to do so. The poor reviews can be used a learning experience so that your employees no longer make these mistakes.
6. Look for the Good in a Poor Review
One poor review isn’t going to destroy your business. Unfortunately, in business, you cannot please everyone. You could have an employee who had an off day, which made a customer’s experience less than satisfactory. It is also possible that your business just isn’t a particular customer’s taste. Either way, you could get a bad review. You should look at these reviews as a good thing. If customers see only perfect reviews on your Tripadvisor page, they might start to question the authenticity of the reviews. If there are nothing but good things being said, people will start to wonder if the reviews were created by you or your employees to make the business look good. If there is a negative review mixed in with the good one, your page will look more authentic. You can also use the poor review to your advantage. If you reach out to the customer to apologize for their bad experience and try to make things better, it is an excellent customer service and public relations opportunity. When people reading the reviews see how important your customers are to you, they will be more willing to give your business a try.
7. Take the Negative Reviews Seriously, But Not To Heart
Every poor review that you get should be taken seriously. You should understand the impact that it can have on your business and then use it as a learning opportunity to avoid making similar mistakes in the future. While you should take poor reviews seriously, you should not take them to heart. If you look at a poor review as a personal attack against you, it can be difficult to take the necessary steps to fix things. Keep your emotions out of the equation and understand that it is just business.
How To Remove Bad Reviews From Tripadvisor?
If you have a poor review on TripAdvisor that you believe will have a negative impact on your business and you want it removed, you would need to contact TripAdvisor. In most cases, they won’t remove the review. It is just something that you need to accept and use as a learning experience. There are, however, a few specific circumstances where they might be willing to remove the review.
1. The Property Has Been Renovated: If the poor review was based on the appearance of the business and it has been remodeled, TripAdvisor might be willing to remove the review. If you make simple cosmetic changes such as fresh paint or new curtains, you won’t qualify. If you made a major renovation, your request might be considered. TripAdvisor won’t take your word for it, they will need certain documents as proof of the renovation.
>An online press release with the business name in the letterhead documenting the renovation
>A notarized copy of your building and work permits
>Notarized copies of invoices for the materials and labor costs
>A notarized letter from city official verifying the renovation and the details of the renovation
2. The Review Violates TripAdvisor’s Guidelines
There are several guidelines that a person needs to follow if they are going to leave a review on TripAdvisor. If a reviewer violates one of these guidelines, TripAdvisor might be willing to remove the review.
>Family Friendly: The review cannot contain threats, profanity, prejudice, hate, or sexually explicit language.
>General Discussions: General discussions that are written by someone who clearly was not a customer can be removed.
>Multiple Reviews: If a person posts more than one review regarding just one visit to your business, they can be removed.
>Promoting Other Businesses: Reviewers are not allowed to promote other businesses when posting a review about your business. These reviews can be removed.
It is rare, but customers can blackmail the business owner regarding negative reviews. Some less than honest customers will tell a business owner that if they don’t get a discount or an upgrade that they will leave a bad review on TripAdvisor. As soon as you get a verbal or written threat, you should contact TripAdvisor immediately to let them know. If it is reported and a low rated review is posted matching what was in mentioned in your report, it will be reported to TripAdvisor’s support team and it will be removed. While this doesn’t happen often, it does happen.
Reasons a Customer Would Want to Remove Review From Tripadvisor
As a customer, you have a responsibility to the business to leave an honest and truthful review about a business. There are a few reasons that you might want to remove a poor review.
>The Review Was Written in the Heat of the Moment: After you have a bad experience with a business, you are going to be very angry. If you write a poor review in the heat of the moment, you might start to think twice about it after you have cooled down. If this is the case, the responsible thing to do is to remove the bad review and write something more appropriate.
>A Family Member Wrote the Review Under Your Name: If a family member had a poor experience with a particular business and they write a poor review, it is up to them to create their own account and leave reviews under their own name. If a family member uses your account, you should delete the review.
>The Business Owner Corrected the Problem: If the business owner reached out to you to apologize and make things right, it is your responsibility to remove your poor review and write a more appropriate one. Since the business owner went out of their way to make things right, you should do the same.
How Does a Customer Remove Review Tripadvisor
If you want to take back a review that you left on TripAdvisor, it is relatively simple. Start by logging into your account and go to your profile. Click “Reviews” and all of the reviews that you left will show up. Next, click on the business whose review you want to delete. Your reviews will show up. If you have multiple reviews for this establishment, choose the one that you wish to delete. Next to the review is a delete symbol that resembles a trash can. Click on the icon and the review will be removed. After the review has been deleted, you can either write a new, more appropriate review or you can just leave it blank.
As a business owner, you should understand the importance of getting good reviews. You should also know how to handle poor reviews. As a customer, you should understand how important reviews are to businesses. If you had a good experience, you should let people know. If you had a bad experience, it is your responsibility to let people know. If for some reason you have had a change of heart, you have a responsibility to remove the review and write something more appropriate. At the end of the day, TripAdvisor is extremely helpful to both business owners and customers.