How To Respond To Negative Reviews
If you receive a negative review, don’t panic. Why not look on the bright side? It looks
suspicious to consumers when a business only has positive reviews; a mix of both can
make 68% of customers trust reviews more. As long as you manage the situation, a
negative review can actually be beneficial. The key to turning this situation around is
responding appropriately – one survey revealed that a response from the company
convinced 30% of customers to alter their initial review. Here are some approaches to
take when you’re managing negative reviews:
1) Take accountability. No matter how strongly-worded that review might be,
customers don’t want you to invalidate their experience. It will put a sour taste in
their mouth, as well as any future clients who come across your insulting
response. Whatever the issue may be, make sure to address it directly and take
responsibility for it. Include a sincere apology in your response and mention ways
that you plan to improve the issue.
2) Offer a monetary reward. There’s nothing like a freebie to cure a bad mood.
When you respond to a negative review, offer them something to compensate for
their experience. Depending on your industry, this might entail a complimentary
meal, a free service repair, or a discount on their next purchase.
3) Emphasize the positives. Use your response as an opportunity to bring forward
the strong points your business has. As you mention the topic of concern, write
about how your business is usually known for its excellent customer service or
high-performing products.
4) Show that you appreciate their feedback. Your customer has taken the time to
write a review of your business, even if it doesn’t put you in a positive light.
Respond with your appreciation for their constructive criticism. This approach will
demonstrate to other consumers that you are receptive to feedback.
5) Open the conversation for further discussion. At the end of your reply, you can
give them your phone number and offer to solve the issue over a conversation.
You can take the conversation offline and arrange for a meeting to discuss the
problem in-person. This gesture can prove your sincerity and may persuade
them to edit their review.
The faster you respond to negative reviews, the greater the chances are that a
customer will alter their existing review; it shows that you are concerned about the
consumer’s experience. If you want to change their mind, write a reply. It’s more than
likely that it will be seen since 97% of reviewers will read the business’s response.
Since it’s highly visible, take the time to craft a thoughtful and considerate reply to
customer concerns to show that your business values their experience.
Even though you understand how important it is to manage negative reviews, the other
challenge is staying on top of them. As you juggle your business operations, you don’t
have time to check review websites every single day. How do you do it? With the help of
our reputation management software, you’ll be able to take control of your online image.
RepCo offers a powerful tool to help businesses manage incoming reviews; you’ll be
alerted the moment they’re posted so that you can respond immediately.