How should Duty Managers deal with negative online reviews?

Responding professionally to negative online reviews is crucial for managing a business's reputation. When a Duty Manager addresses the concerns highlighted in a review, it demonstrates a commitment to customer satisfaction and accountability. This approach not only allows for the resolution of the issue but also shows potential customers that the business values feedback and is willing to improve based on it.

By offering to resolve the issue offline, the manager can have a more personal and constructive conversation with the dissatisfied customer, which might lead to a resolution that could change their perception of the business. This proactive engagement can potentially turn a negative experience into a positive outcome, and others reading the review will see that the business genuinely cares about its customers. Furthermore, this method helps maintain a positive public image, as it reflects a responsible and customer-focused approach.

In contrast, ignoring negative reviews can lead to a buildup of unresolved issues that tarnish the business's reputation. Only replying to positive reviews creates a biased view that may discourage potential customers. Delegating responses to the marketing team might dilute the authenticity and personal touch needed in addressing customer concerns directly. This makes the chosen approach the most effective strategy for handling negative feedback.