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Simon  Hopes

mikedavid|United States

My Blog


How to Recover From An Employee Mistake

Aug 11, 2020

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Have you ever been scrolling through Facebook to say an argument going on? Like most people, we tend to kick back, grab the popcorn, and scroll through the comments laughing at the irony as a business fighting with a customer online. Talk about bad branding…


However, when it comes to diffusing the bomb after a customer/employee dispute it is important that you keep a level head and still focus on your business.

●     No matter the circumstances, every business at some point deals with unhappy customers.

●     There are always 3 sides to a story, with an online review you only see one. Most of the time individuals will only review a business or product if it performed poorly. Rarely do people go online to boast about a business… they just tell their friends and family.

●     When it comes to negative reviews, a single bad review can lead to a 22% loss in total new business revenue for your company. To be blunt... You cannot afford to not invest in your online reputation in 2020.


So what steps can you take? In this short article, we will discuss the top things you should do as a business owner if you are going through a small customer dispute or a complete brand crisis.

Respond Politely & With Empathy

The key thing to remember as you are trying to lessening the blow of any crisis is to step up and say something. The caveat here is that there are many ways people go about this, most of them are wrong, so let’s make sure we’re all on the same page.


When it comes to making an apology, do not just reply to their review. Make a personal commitment to finding their contact information to call, text, or email them.


Take the conversation offline, this will show them you are not only serious about helping them but also that you genuinely care about what people say. This gesture alone resonates with others in a very persuasive way.


Is there anything you can do to correct the situation?


Can you assure them that you will truly investigate what happened, and where the business went wrong?


If possible, try to schedule a call so the honesty of your explanation is transparent.


Your secondary course of action is if the bad review was posted to a social site such as Facebook, take your time a craft a professional response where you apologize in a polite manner only referenced facts.

Claim Fault - Own Your Mistake

Always, always, always take responsibility right away, without having a full understanding of the situation this helps to save face, it just works.


Start by reviewing what processes failed and how to improve upon them. A great way to do this is by conducting a SWOT analysis of your company.

Hold An Internal Meeting To Discuss Personnel Habits

Take a step back and think about if your business really has absolutely everything it needs to protect itself.


Do you have the processes in place and ready to implement if anything such as a brand crisis were to emerge? Maybe the poor customer service occurred due to a lack in training.


Are there open lines of communication throughout all levels of your organization?


But most importantly, does everyone on your team feel comfortable asking questions when they are unsure how to handle a particular situation?


By having this meetings you are creating a foundation or a “home base” per se in the sense of creating a comfortable environment where nobody feels dumb or asking “the wrong questions”. 


In order to have your business run at this peak performance, everyone at your company must be on the same page.


We know this is easier said than done, however by holding meetings once a week you can get a better understanding of where everyone stands.


After the meetings with your team make sure to record the highs and lows. This will help you to create a more efficient strategy and help to further avoid customer service mishaps as much as possible.


Do Not Take It To Heart - Things Happen

As business owners, you are just like everybody else, you’re not perfect. Even with the greatest intentions, negative reviews still happen to the best of them. However, by learning to accept it as an opening to grow and learn from makes all the difference.


Not all negative customer experiences need a complete strategy or plan from your team. More often than not, an apology will suffice, maybe you just caught them on the wrong day.


There are consumers that will never ever be satisfied, as a business owner you can try all you want to flip their opinion, however, someone individual are simply internet trolls. This is where Net Reputation can step in to help weed out negative online reviews!




At the end of the day, do not take your frustrations out on your team/employees. You need to boost their morale in order for them to provide better support and/or services.