Despite the care you dedicate to every customer, receiving a negative review can be a possibility. That is why we give each partner the chance to respond to these reviews, giving you the opportunity to turn a negative into a positive.
Before you leave any response to a review, there are always a few things to bear in mind:
- Carefully read what the customer is complaining about.
- Focus on the problem and the appropriate answer.
- Always consider who reads your answer, as it will be available for all to see.
The key point is to take it constructively — this is a big opportunity to improve if the feedback is valid, so it’s vital you approach it with positivity and an open mind.
A negative review can come as a surprise, but you can make the most of it: you have the chance to speak to your customers directly and mediate any misunderstandings. Most importantly, having an active presence in the Treatwell community is the first step for building a loyal fan base.
If you’re ever unsure about how to respond, take a look at our Partner Community Guidelines for the do’s and don’t's of the Treatwell community.