From One Star to Five Stars: A Mini Case Study on Review Management 

A negative review isn’t necessarily bad for business – unless it’s ignored. If potential customers see unanswered negative reviews about a business or its products and services, they may think that the business owners don’t care about the customer experience.

A thoughtful public response can change an unhappy customer’s opinion and demonstrate commitment to customer satisfaction. Recently, a BoxCrush client saw how powerful a thoughtful response can be.

A few weeks later, the client noticed that a customer had written an angry and detailed one-star review on its Google My Business listing. The client responded publicly to the customer and asked her to contact their office via their newly created email address. As a result, the office manager read the message immediately and was able to address all of the customer’s concerns.

Much to the client’s surprise, the customer amended her written review and increased the rating from one star to five stars because the office manager had “made things right.” A personal touch can make a dramatic difference in customer satisfaction.