How to Respond to Negative Reviews
You know online reviews are important if you’re a business owner. A good review can help bring in new customers, but a bad review can be devastating. So, what do you do when someone leaves a negative review of your business on social media, Google, or another review site? In this blog post, we’ll teach you how to respond to negative reviews in a way that will make your customers happy and improve your reputation. Keep reading to learn more!
Take the time to understand why the customer is upset.
It’s natural to defend your business, but you’ll want to look at the complaint with an open mind so you can address the issue head-on. In most cases, it would be important to talk to any employees involved so you can hear their version of events. You could even brainstorm solutions with your employees; not only would it involve them in the situation, but it could be used towards their training.
Thank the Customer.
Often, an issue can be resolved and maintain the good reputation of your business if you apologize for the inconvenience and take accountability for any improper actions. A good practice is to thank the customer for taking the time to write the review and let them know that you value their feedback, even if you don’t think the customer is right. Here’s an example of what you could use: “We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are sorry to hear that standard was not met. The happiness of our customers is a top priority, and we’re taking the necessary steps to ensure this doesn’t happen again.”
Offer an explanation.
In some situations, you may need to do more than apologize; you may need to offer an explanation. If you need to provide more details, make sure you are clear and concise about why the misunderstanding occurred and take responsibility for the interaction. For example, if you were in a situation where you had technical difficulties, which resulted in a negative review, you could have the following response. “Thank you for your review. We apologize for the inconvenience this has caused you! During your time in our store, we were experiencing issues with our system that prevented us from finalizing your transaction. We’ve since fixed the issue and hope to see you again!” Inviting the customer back after a negative experience is an excellent practice.
Speak with the customer if necessary.
The customer may or may not respond to your response, but if they do, you’ll want to stay on top of it. If the conversation escalates, you should invite the customer to take the conversation offline. You’ll likely be able to come to a resolution quicker over the phone. It’s also good practice not to delete negative reviews, as it could seem like you’re not taking accountability.
Negative reviews are a part of running a business, but how you respond can make all the difference and offer an opportunity for growth! Follow these tips to help turn a negative review into a positive experience for you and your customer.