How to Deal with Difficult Customers

Respond to bad reviews

The great thing about Facebook, Yelp and Twitter is that your response will also be public. The means anybody who reads a poor review can read your response to it, so you should definitely respond. There are even templates available if you’re feeling stuck.

The important thing is to respond as yourself, the business owner, using your real name. This puts a human face to the business. Respond to the reviewer using their name and any type of identifier you remember. You might begin a response with something like, “Hi Peter, I was happy to help you find the right shade of paint for your new deck,” as opposed to a generic greeting.