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Commercial Real Estate in Key West & the Florida Keys by RE/MAXCommercial Real Estate in Key West & the Florida Keys by RE/MAX

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How to Respond to Bad Reviews or Email Complaints from Customers

How to Respond to Bad Reviews or Email Complaints from CustomersWe all want to be a 5 star business but unfortunately there will always be the unhappy customer. More than 80% of customer’s look up a business online before they go there. A bad review may leave you feeling like people are attacking your business and there is nothing you can do, but this is far from the truth. There are ways to help maintain your businesses image and restore potential customers faith in your company. We have put together the top steps to take when responding to a bad review online so if this ever happens to you, you know exactly what to do.

We also want to point out that the same strategies can be used for Email Complaints. Email complaints are always tricky to deal with, as online correspondence can be easily misread and misinterpreted. Unlike with face to face and telephone complaints, you can’t use body language or tone of voice to interpret the customer’s words and convey your own message. Dealing effectively with angry email complaints requires extra measures to be taken in order to reduce the possibility of misunderstandings.

Careful Reading

Read the customer’s review or message several times to ensure that you understand what the customer is saying. Make a note of the issues raised in the message and try to determine what the main problem is. If you are unsure or need extra information about the customer’s concerns, make a note of questions to ask in your response. If you are not aware of the specific situation the customer is describing be sure to quickly investigate and find out the details from your employees.

Always Respond and Respond Quickly

Bad reviews can impact you business quickly and waiting for weeks or months to respond will look bad to potential customers searching out your business. If the complaint is via a review on Google, Facebook, Yelp, etc be sure to respond as soon as possible and not let a lot of time lapse Try to respond within 24 hours. With email complaints unhappy customers are easily irritated by slow response times, so it’s important to reply to their message promptly. If you need extra time to look into the matter, post or send an initial message to let them know that you are dealing with their complaint and will get back to them as soon as possible. You can always edit the response on Google Reviews later or send an additional comment on Facebook Reviews. You can also use this initial message to request any additional information you need form the customer. Responding quickly also may help you turn the situation around! If it does, don’t be shy about asking the customer to update their review and post their feelings about how you handled the situation.

Beginning your Reply

Always start your response by addressing the customer by name and thanking them for letting you know about their experience. Let them know that you appreciate the time they have taken to bring the matter to your attention. Use empathy and acknowledge the customer’s concerns by summarizing or paraphrasing the points raised in their message, as it’s important to show that you have listened and understood the problem.

Take Responsibility

Apologise for any distress the customer feels and take responsibility for finding a suitable resolution. Taking responsibility and apologising doesn’t mean accepting liability, it simply means being responsible for successfully resolving the problem. If appropriate, explain why the problems have occurred, but avoid making excuses and above all do not get defensive. With online reviews, this will also show other potential customers that while no one is perfect, if a valid problem occurs that you are willing to take responsibility.

Make Amends

If the customer requires a refund, compensation or another action to be taken, provide a clear explanation of the steps you are going to take to meet their requirements. Good will gestures, such as money-off vouchers, discounts or free gifts can also go a long way towards repairing the current customer & future customer’s confidence in your business.

Before Sending the Message

Before sending your response, always proofread it to check for spelling mistakes, grammar problems and possible misunderstandings. Take out any words or phrases that have double meanings and could be misinterpreted. Remember to include your name, title and contact details at the end of the message and let them know they are welcome to contact you again.

Positive Feedback

Don’t forget to also respond to positive feedback! Google recommends that for every review you receive you should respond! And if possible be personal. Don’t say the same thing every time but change it up. If the review is from a frequent flyer feel free to mention that you appreciate their loyalty to your business. A response shows you are actively engaged in your customers satisfaction and that you care.

Hot Key West Business Opportunities

1 Henry Morgan Road W 1 $38,000,000

1 Henry Morgan Road W 1 OTHER, Florida

99 Beds 119 Baths

1 Infinity Bay Road W 145 $28,000,000

1 Infinity Bay Road W 145 OTHER, Florida

99 Beds 170 Baths

1 Media Luna Resort Road W 126 $26,000,000

1 Media Luna Resort Road W 126 OTHER, Florida

99 Beds 109 Baths

1 SEA GRAPE PLANTATION RESORT Road W $7,999,999

1 SEA GRAPE PLANTATION RESORT Road W OTHER, Florida

30 Beds 33 Baths

27340 Overseas Highway $6,900,000

27340 Overseas Highway Ramrod, Florida

3,969 SqFt

1 Lands End  West End Roatan W $6,750,000

1 Lands End West End Roatan W OTHER, Florida

25 Beds 27 Baths

328 Whitehead Street $4,995,000

328 Whitehead Street KEY WEST, Florida

5 Beds 5 Baths 2,759 SqFt 0.330 Acres

7537 Overseas Highway $3,495,000

7537 Overseas Highway MARATHON, Florida

6,750 SqFt

91865 Overseas Highway $2,300,000

91865 Overseas Highway Tavernier, Florida

15 Beds 10 Baths 10,150 SqFt

100150 Overseas Highway $2,100,000

100150 Overseas Highway KEY LARGO, Florida

58835 Overseas Highway $1,499,000

58835 Overseas Highway MARATHON, Florida

3,414 SqFt

1000 Eaton Street $1,200,000

1000 Eaton Street KEY WEST, Florida

1 Baths 989 SqFt

Pirates Road $799,000

Pirates Road Cudjoe, Florida

Pirates Road $799,000

Pirates Road Cudjoe, Florida

96,547 SqFt

103275 Overseas Highway $675,000

103275 Overseas Highway KEY LARGO, Florida

3 Beds 2 Baths 1,845 SqFt 0.240 Acres

Are You Looking for Commercial Property in the Florida Keys?

Use our site to search commercial real estate in Key West and all of the Florida Keys. Unlike the “big name” sites out there, our site is directly connected to our local MLS and is updated with new properties every HOUR. By creating a Property Manager account you can stay on top of the newest businesses that go up on the market and get Price Change alerts so you can stay ahead of other buyers and beat them to the best deals!

In the meantime, check out these 1-click searches:

  • All Businesses for Sale
  • Office Buildings
  • Hotels, Motels & Bed & Breakfasts
  • Bars & Restaurants
  • Marinas for Sale in Key West
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Newest Key West Commercial Properties on the Market

Terrific investment opportunity! Commercial building with three ample leasable spaces and great visibility on US1. Building is in excellent condition with marquee signage with upgraded electrical and 120 feet of frontage. Units are individually metered and can function well for retail, office or food & beverage businesses. Ample parking in front, along the side and in the rear of the building.  Opportunity for expansion behind the building as well. $729,000 Active

30971 Avenue A Big Pine, Florida

3 Baths 2,271 SqFt

Listed $50,000 under appraised value. Rare opportunity to purchase the Historic 7 Mile Marina less than a mile from 7 Mile Bridge with over 360ft of US-1 frontage! Commercial property consists of protected marina, 3,600 sqft building. Marathon approved transferable building rights allowing 9,332 of commercial floor area, two tax keys totaling +/- 54,768 sqft or 1.25 acres. Property being sold ''AS IS'' no warranties or representations and no leases. Includes a deed restriction for neighboring property not to store straps within 75 ft of NE property line. Prior to 2014 fire, property had a 150 seat restaurant and office. $3,150,000 Active

1090 Overseas Highway MARATHON, Florida

2 Baths

Here is your chance to own a turnkey restaurant property in paradise! Recently updated and renovated, this restaurant property is a staple to the local community.PRIME US1 FRONTAGE, Average daily traffic is over 16,000! Total of 168 seats, qualifies for SRX license, and offers tons of parking on the 20,000sqft lot. This property is ready to go, don't miss this opportunity! $995,000 Active

31044 Avenue B Big Pine, Florida

3,252 SqFt

$15,000 startup grant available to an energetic formally trained chef with innovative ideas & ready for their big break to start their own restaurant.  Key West restaurant/bar location lease for only $5000 mo!  There's an amazing concentration of residential addresses nearby, with several larger ocean front condominium complexes & hotels just a few blocks away, for a lucrative takeout business or to fill your seats. You can't beat the price when comparing to other Key West properties that offer a restaurant/bar opportunity. With a 2600+ sq. ft. building, the location offers high visibility in the cross town area of Key West zoned for a 79 seat restaurant/bar with beer & wine sales. Huge kitchen & prep area, walk in cooler & freezer, large storage room/office/casual area & 3 restrooms. Property must operate as a restaurant with a beer and wine license. Triple net lease with F/L/S. Tenant to verify all information. 
 
To participate in the grant, proof formal culinary arts training and Key West residency (minimum of 2 years) absolutely required.  Grant is for rent payment for the first 3 months rent. 
 
A member of the LLC is a licensed Florida real estate agent. 
$5,000 Active

1500 Bertha Street KEY WEST, Florida

3 Baths 2,646 SqFt

View All

Posted in: Marketing, Online Reviews, Owning a Business, Tips & Tricks, Uncategorized Tagged: angry customers, angry email complaints, bad online reviews, bad reviews, email complaints, how to, how to respond to angry customers, responding to bad reviews

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