Malicious bad reviews generally refer to the reviewer's behavior of insulting and slandering the merchant in order to harm the interests of the merchant, seek personal improper interests or vent personal dissatisfaction; or to insult and defame the merchant with a low-star bad review. The repeated comments of such malicious bad reviews seriously affect the merchant's takeaway platform traffic ranking. Orders and ratings.

For merchants, just a few bad reviews often affect the customer's choice. So restaurant owners must learn to judge the bad reviews, to understand which bad reviews are pointing out their own shortcomings, and which bad reviews are malicious bad reviews.

Generally speaking, in line with the following characteristics are likely to be malicious bad reviews

1. Exaggeration, fabrication of facts

Evaluation of the evaluation of the absence of any details, a few simple words to give a bad review. For example, "difficult to eat", "unhygienic, foreign matter" and so on to make the situation very serious, and the picture and the text of the review does not match, can not prove the authenticity of the evaluation.

2. Refuse to communicate

Generally speaking, when receiving a bad review, the restaurant owner will communicate with the customer in a timely manner, most of the customers, although angry, but at least they will accept the communication, but for the malicious bad reviewer, may directly refuse to communicate.

3. Giving bad reviews a few days apart

The average customer gives a bad review when they are angry, and when they receive a meal and find a problem. If it is a few days to give a bad review, then the probability of a malicious bad review is higher.

What should we do when faced with a bad review?

1. Get the facts and prove your innocence

When faced with a relatively objective bad review, the right thing to do is to accept it with an open mind and apologize to the customer, and then make corrections. But in the face of factually incorrect malicious reviews, can not be soft.

In the face of malicious bad reviews, in the case of can not be deleted, the business must reply, responsible for will make other consumers feel that the business is avoiding the problem, but in the reply to the time should also pay attention to the skills.

Bosses can be based on the content of the bad reviews to speculate on the reasons for the occurrence of the bad reviews, and then in a careful identification, whether it is malicious bad reviews. For some of the bad reviews do not match the picture, according to the loophole to reply, but pay attention to the reply skills, such as in the quality of their own meals questioned, must first affirm their own meals, in the case of justified, as long as a reasonable explanation, who is right and who is wrong, the other customers look at the natural heart of the number.

2. Have enough evidence, to the platform statement

If encountered particularly "difficult" customers, has seriously affected the store's reputation and sales, it is recommended that the owner of the platform statement in a timely manner.

The owner must obtain sufficient evidence, such as recordings of phone calls and screenshots of WeChat communications.

In addition to describing clearly the specific content of the complaint, but also attach pictures, and evaluator information.

In addition to describing the specific content of the complaint, you should also include pictures, and information about the evaluator.